Managed Services Senior Engineer

Would you like to help us achieve our purpose of connecting more people, improve their lives and develop our communities? If so, Tigo is for you

We are champions of positive transformation. We believe in innovation, adaptation, and prioritizing our customers at the core of all our actions.

Come and grow with our team, where together we will transform lives and communities. Additionally, you will have the opportunity to participate in challenging projects and bring your innovative ideas.

This is your opportunity, come and be part of Sangre Tigo

Apply right now

Managed Services Senior Engineer

UNITE A NUESTRO EQUIPO EN EL SALVADOR

Estamos buscando un(a) Managed Services Senior Engineer.

Ubicación: El Salvador

Propósito Principal: Ejecutar el proceso de soporte técnico especializado de los servicios administrados para clientes Corporativos Clave de B2B (Portafolio de Janus), asegurando la resolución E2E, mediante el escalamiento oportuno, trabajo conjunto con L2 regional y Local, seguimiento constante, buscando la resolución en primer contacto, garante de calidad como elemento diferenciador en nuestros servicios del segmento corporativo.

Responsabilidades:

• Asegurar la recuperación de servicio, resolución de problemas, y ejecución de requerimientos en los clientes corporativos de servicios administrados que requieran soporte técnico experto 7x24.
• Analizar los requerimientos de soporte y causa raíz de estos, para buscar prevenir proactivamente nuevas fallas.
• Atender el escalamiento de llamadas/Correos de escalamiento/solicitudes de soporte técnico que se requieran por parte de la compañía.
• Aperturar, gestionar, realizar el respectivo control de calidad y cerrar ordenes de trabajo en sistema, conforme a la resolución de los casos escalados, en el menor tiempo posible para cumplir con los SLA's establecidos.
• Monitorear los enlaces de clientes clave corporativos designados, proactivamente detectar problemas de servicio para ser reportados, solucionados inmediatamente o escalados, haciendo seguimiento hasta su cierre oportuno.
• Realizar un adecuado customer handling, garantizando un trato amable, respetuoso y comprometido a resolver los requerimientos clientes corporativos.
• Cumplir con los indicadores establecidos para el proceso de fault management de clientes corporativos.
• Realizar los escalamientos oportunos necesarios a las áreas resolutorias L2, L3 una vez se determine que la solución depende de otros.
• Seguir a cabalidad los procesos de Fault/Incident/problem management.
• Propender a la resolución activa de los casos en primer contacto con el cliente, asegurando su completa satisfacción.
• Cuando sea requerido, administrar los cambios en las soluciones de servicio enfocadas en clientes corporativos.

Aplica ahora y sé parte del futuro de las telecomunicaciones en El Salvador

#OportunidadLaboral #TigoElSalvador #Telecomunicaciones #CrecimientoProfesional

Our people are the soul of Tigo El Salvador. We employ more than 4,500 people directly and indirectly, which makes us proud of being a responsible company that contributes to the economic growth of the country. More than job opportunities, at Tigo we create professional development networks where our employees have no barriers to reach their full potential.

Our Sangre Tigo culture is lived in every corner of our work centers, pushing us to be the best.

Sangre Tigo moves us to work together with a purpose, to be innovative, agile and disciplined, to guide our actions by our integrity, to place our clients at the center of everything we do, to be engines of positive change, being always proud of our history.

We promote the digital lifestyle and take full advantage of technology to facilitate the day-to-day life of our clients. Throughout the years, we have been acknowledged as one of the top workplaces in El Salvador and Central America. At Tigo, we are not just a great workplace; we are a community of amazing people to work with. We welcome you to join our team

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Millicom | Tigo is proud to be an Equal Employment Opportunity employer committed to a diverse workforce and nondiscrimination policy in all aspects of employment. We provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a disabled veteran or other protected veteran, or any other protected characteristic, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations.