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* Shift Manager, Service Assurance

Role Summary:

Deputy Shift Manager will be part of a shift that ensures we provide 24x7 global support and response times for our ICT-based services and applications as well as similar tasks related to GTT’s product portfolio.

Job Scope/Supervision:

Lead a team of up to 10 engineers; act as support for complex and escalated cases



Duties and Responsibilities:

Escalation point of contact for the GTT customer base in case of incidents, requests, or other information that is required by a customer

Track team performance, prepare quality checks, create work reports, provide feedback to team members

Provide training to new starters and when needed

Support the team in the day-to-day work as needed. Able to receive, log & handle incoming calls, emails, portal requests, and instant chat requests within SLA/KPI targets

Able to provide a First Time Fix (FTF) of between 80-85% in cases handled

Manage customer communication professionally, efficiently, and with excellent communication skills and set realistic and achievable resolution timeframes. Strong customer advocacy

Support and collaborate with GTT’s 2nd and 3rd level technical teams

Understand, support, and manage GTT’s key SLA’s

Track resolution of any hardware replacements to ensure SLAs met

•Log, follow up and escalate faults with external suppliers