Job Recruitment at Alcatel-Lucent (Customer Assurance Lead)

Alcatel-Lucent is the leading IP networking, ultra-broadband access and cloud technology specialist. We are dedicated to making global communications more innovative, sustainable and accessible for people, businesses and governments worldwide. Our mission is to invent and deliver trusted networks to help our customers unleash their value. Every success has its network

Job Title: Customer Assurance Lead

Job Field
Customer Care, ICT

Job Description
Act as the single Service Assurance point of contact for the Customer and for the Managed Services community and General Program Management GPM team.
Coordinate all the Services Assurance Delivery Centers 3 rd line support, GNOC, spare-part management, and field forces for First Line Maintenance.
Lead and manage all operational customer meetings.
Translate contractual SLA/KPI into Operational Level Agreements statement of work and metrics with all end-to-end operations stakeholders.
Act as the end-to-end owner for incident, service, problem and change management.
Act as a Certified Outage Technical Manager COTM during system outages and high impact issues.
Drive Customer Satisfaction through the established CSAT survey mechanisms PPE & Relationship and by providing services that are fully compliant with the SLA/KPI.
Establish Escalation management according the contractual terms.
Facilitate critical Service Assurance action, recovery actions in close relationship with all Service Assurance delivery functions.
Ensure operational readiness across all E2E operations stakeholders in running and new project and technology introduction.
Represent requirements for project-specific processes & tools.
Pro-actively support network performance, change management, business opportunity identification as well as in the end-to-end lessons learned process.
Ensure legal and contractual activities to be performed locally e.g. lawful interception are in close cooperation and within the setup of the respective delivery center.
Drive service improvement activities with the customer in conjunction with other Alcatel-Lucent’s departments dealing with the Managed Services Blueprint compliance, Services Strategy, Lean Six Sigma programs and any other required improvement mechanisms.
Foster relationships, build customer trust, manage difficult situations, and negotiate conflicts with a technical focus.
Create an environment in which customers will be encouraged to take further steps to increase the business with Alcatel-Lucent up-scope.
Perform Scope management against the contractual Terms & Conditions and align with the GPM for commercial negotiation.

Leadership Skills 
Break boundaries and barriers
Mobilize teams and grow potential
Project a winning mindset

Functional Skills 
Able to work in a multicultural environment, across different countries or organizations
Adaptability
Analyse operational & commercial risks and define mitigation strategies with key stakeholders
Business acumen & cost management
Change Management
Communicate clearly and concisely
Customer focus
Decision making
Managing execution
Negotiating skills
Presentation skills

Technical Skills
Knowledge of NOC/GNOC processes e.g.; incident restoration, network change management, …
Knowledge of NOC/GNOC tools: REMEDY, NetCool, BMC, Nerve Center and other platform tools
Broad Multi-Vendor Product knowledge
Business case development skills
Engineering background or equivalent experience
Experience in Incident management & coordination
Experience in Maintenance, Network Operations and Technical Support activities
Experience in telecom technical domains
Knowledge of e-2-e Service Assurance Operating Model
Knowledge of proactive & preventive maintenance strategies, tools and techniques

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Job Recruitment at Alcatel-Lucent (Customer Assurance Lead)