As a Service Delivery Expert, you will play a pivotal role in ensuring high-quality service delivery and effective incident management.
This includes monitoring tower sites in real time, detecting incidents, following emergency protocols, and escalating when required.
Key Responsibilities
* Monitor tower sites in real-time to identify potential issues and prevent service disruptions.
* Troubleshoot and resolve tower and equipment issues through collaboration with technical teams.
* Coordinate escalations with stakeholders to ensure timely resolution and minimize customer impact.
* Generate and analyze operational reports to track KPI/SLA performance and recommend improvements.
* Support the implementation of operational processes and governance structures to enhance efficiency and productivity.
* Handle customer onboarding, service requests, and performance monitoring to deliver exceptional customer experiences.
Requirements
* 5+ years of experience in Service Delivery, NOC/TOC Operations, or Telecommunications Infrastructure.
* Strong expertise in incident management, service monitoring, and escalation handling.
* Proven skills in troubleshooting, vendor/customer coordination, and cross-team collaboration.
* Solid analytical and reporting abilities with KPI/SLA tracking experience.
* Fluency in English, Spanish, and Portuguese (C1 CEFR).
* Bachelor's or Master's degree in Telecommunications Engineering or related field.
What You'll Get
* A diverse, multicultural environment that values accountability, respect, teamwork, and trust.
* An attractive salary package and comprehensive benefits.
* Meal allowance and pension plan.
* Full health insurance for employees and co-payment for family members.
* Life insurance and parking slot.
* 7 extra vacation days: 4 flexible, plus 3 fixed — 1 on Carnival, 1 on Christmas, and half a day on Easter and New Year's.