ROLE PURPOSE:
- The role will encompass the technical support of the Blackberry Enterprise Customers and their environment within Large Corporate Customers, focusing on the user base within the U.K currently supporting 10,000+ Blackberry users.
- Responsible for managing technical excellence within the Blackberry Team. This role includes problem management, client liaison, technical architecture, pre-sales and product development.
- Responsibility for fully managing the Blackberry Hosted Estate in the Vodafone Data Centre. This includes full service management and architecture for all customers.
- This individual will provide 3rd Line Support, supporting customers/end users and delivering functions under the Managed Services Portfolio.
- Support typically takes the form of investigating and resolving problems, incident handling, availability and performance monitoring, routine start-up and close-down and maintenance of operating plans and schedules.
- You will work closely with different teams, both within Clients & Vodafone, in order to provide an outstanding managed service to the client.
- The role will also involve activity around Pre-Sales and Technical Design of solutions as well as the implementation of solutions either in our hosting facility or client’s premises.
- An element of account management and relationship development with the customer will be expected.
Essence of Role
- Proactively service Client requests and faults within SLA and delivering excellent customer service.
- Manage escalation requests from client support teams.
- Escalate calls to third parties as and when needed.
- Liaise closely with Administration Teams in resolving reported issues.
- Diagnosing faults and providing complete resolution to customer satisfaction.
- Sole responsibility for maintenance of customer systems during off-peak hours.
- Ensuring all calls are handled within target SLA.
- Know, and adhere to, all relevant customers’ entitlements to support
- Communicates effectively to the necessary parties (internal and external) when required in good time, keeping them up to date on issues impacting service.
- Keep up to date with relevant product offerings and support policies in order to provide technically accurate solutions to issues.
- Technical documentation / run books on systems are kept up to date and in the specified format
- Close liaison with peer groups, Team Leader and with Senior Management to ensure alignment of team activities with company goals
- Participate in the ongoing definition and delivery of Service Improvement initiatives, associated processes and standards [ITIL and MOF] designed to suit the requirements of the Managed Services team, whilst meeting customer requirements and contracted service deliverables
- Ensure the escalation process is followed on all high priority calls.
- Provide effective communication with external clients and internal staff
- Manage activities effectively whilst focusing on objectives and results and prioritising accordingly.
- Work within a team environment.
- Make decisions within own area of competence/expertise, seeking guidance and support when necessary.
- Take personal ownership for meeting own learning and development needs.
Role Dimension
Key Outputs / Metrics
- Timely resolutions to issues
- Updated knowledge of IT skills
- Vodafone UK customer satisfaction index
- Agreed IT quality targets
- Agreed team performance/productivity KPIs
People Interfaces
- Client personnel
- Peer Managers
- Team Managers
- Team members
- Department members
- IT Strategic Partners
Typical Outputs
- All client documentation and run book information is kept up to date.
- Technical Architecture Documents
- Systems are optimally configured and information contained there in is current e.g., maintenance of User accounts, pro-active system maintenance etc.
- Manage Vodafone’s commitment to the approved service level agreement.
- Involvement in service level meetings when appropriate.
- Act as a point of contact for all customer enquiries.
- Client satisfaction e.g., Users are warned in advance of any planned outages
- Achievement against service level and first line fix of calls.
- Assist with production of monthly reports for managed services customers.
- Documentation of lessons learnt to be fed back into the system so minimising end-user calls.
- Quality entries into the ticketing system
Technical/Professional Expertise
ESSENTIAL
- Understanding problems, diagnosing faults and providing resolution within target SLA.
- Ability to communicate effectively and clearly.
- Experience of designing and building Microsoft and Blackberry architectures in line with Industry Best Practice and Standards.
- A proven track record of success in a 3rd line support role with skills across Blackberry Enterprises technologies.
- Experience of working in Technical Support / Implementation area.
- Experience with liaising with clients at all levels.
- Excellent ability to manage customer relationships, their expectations (and define acceptance criteria), and to understand requirements of business and customer to ensure they are translated into technical delivery
- The ability to be an effective team player is essential
DESIRABLE
- Have in-depth knowledge of Blackberry devices using handheld
- Have in-depth knowledge of Blackberry Administration and Blackberry processes.
- Have in-depth knowledge of Blackberry Enterprise Server and server maintenance.
- Have in-depth knowledge of Blackberry device security.
- Have in-depth knowledge of Lotus Domino mail platform
- Have in-depth knowledge of Outlook clients
- Have knowledge of High Availability technologies – Clustering / Replication / Mirroring
- Knowledge of MS Exchange. Windows Server certified up to MCSE
- MS Active Directory and Exchange MCP Certified and highly experienced. Ideally qualified to MCP or equivalent
- Knowledge of Mobile Phone Networking eg. GPRS / 3G / APNs
- Comfortable working under pressure
- Core knowledge of IT Network infrastructure
- Good business awareness and an understanding of the impact of Incidents and Problems on Vodafone’s business and SLAs
- ITIL Foundation Level knowledge, certification preferred.
