Team Leader Service Assurance

  • 20626
  • Telecom Installation & Maintenance
  • Undefined duration
  • 2 to 6 years
  • Brussels
  • BICS
  • Master
View in: English French Dutch

Task Description:

Company Description:

BICS is recognized in the wholesale communications market as a top global voice carrier and the leading provider of mobile data services. We aim at bridging the telecom world with the new unconventional communication providers worldwide. Our innovative suite of solutions for Voice, Messaging, Data & Connectivity, Business Intelligence & Analytics, Fraud & Authentication, Roaming, MVNE and Asset Monetization bring value to our customers’ businesses by enabling them to offer state-of-the-art communication services.

Our headquarters is located in Brussels and we offer global connectivity with strong presence in Africa, Americas, Asia-Pacific, Europe and Middle East. We have regional offices in Bern, Madrid, Dubai, New York, San Francisco and Singapore, a satellite office in Beijing and local representation in Accra, Cape Town, Miami, Montevideo, Nairobi and Toronto.

With a diverse and multicultural team of about 500 employees, we continuously strive to provide customers with the highest level of quality, reliability and interoperability, enabling them to maximize their end-user value.

Task Description:

You lead teams of Service Engineers in dispersed locations ensuring the First Line support for all the BICS Voice, Messaging and Roaming services.

You provide input and support (and you might manage yourself) processes and systems supporting the BICS service assurance.

You handle customer and internal escalations.

You ensure the service engineers have the right know-how in all services, systems and technologies to guarantee an excellent service assurance. You also ensure they know all core processes and are able to quickly retrieve any other applicable processes.

You lead teams, which covers all the duties of a team leader: coaching, at least monthly face-to-face meetings (either in person or remote), cascading of objectives, mid-year and end-year reviews.

You achieve operational excellence by improving operational performances, driving synergies and automation for the service assurance domain.

You manage the operational relationship with service providers and vendors by measuring, reporting and tracking performance and issues. You initiate improvement actions both internally and with the providers and vendors where this is required to restore performance

You interface with other departments like service management, commercial, trading and product management, to solve or escalate customer issues but also for reporting and process related purposes

You manage projects related to the service assurance domain, involving network or tool adaptations and customer operations.

Your Profile:

  • You have a degree in Industrial Engineering and 4 to 7 years of operational experience in the telecom domain. You have a strong technical expertise.

  • You have good leadership skills and the ability to interact with impact towards peers in other departments.

  • You are an excellent communicator with a strong customer focus.

  • You are a real problem solver with a good personal organisation and the ability to set priorities.

  • You are interested to work in a multi-cultural environment.

  • Fluency in English, both oral and written, is required; any other language is an asset.

  • Experience in a Support environment is a plus.

We Offer:

A professional and stimulating working environment in the telecommunications sector. Various career opportunities within the Proximus Group on a national and International level, high-quality training and a rich and acknowledged expertise. We also offer you an attractive remuneration with many fringe benefits.