Willing to work on 11 shifts (Rotation) (Shifts will have extra payment)

Remote work

Spanish Native Speakers

Good to have English

Jd

Experience and Expertise (more than 10 years)

• More than 10 years as NOC Technician with knowledge in optical transport networks based on SDH, DWDM, OTN and photonic mesh networks.
• Experience in equipment from manufacturers such as Huawei and Nokia.
• Extensive experience in N1 Technical Support Service, with solid track record in transport network management and operation.
• Solid knowledge in the technical support processes defined by Telefónica in the field of optical transport and private networks.
• Experience in monitoring and analysis of quality and performance indicators (KPI), including real-time and deferred process auditing.
• Ability to lead teams, define control metrics and collaborate in the continuous improvement of operational processes.
  
  

Duties

• Transportation N1 incident management: incidents, customer complaints and BTP.
• Audit of processes in real time and deferred time, oriented to ensure compliance with defined quality standards.
• Monitoring, analysis and improvement proposal of transport network KPIs.
• Supervision of quality control tasks for the elaboration of customer reports.
  
  

Tools

• O&M process management systems: iGRI, GEISER MAR/GENESYS, EMS.
• Network and performance monitoring and visualization systems: OMEGA, GEISER.
• Case escalation and coordination tools: GRI, Telco client emails.
• MS Office: Excel (advanced), PowerPoint, Word and Power BI.
  
  

Language

• Spanish is mandatory
• English will be an asset