Verizon Business Work Values

Daily Duties at Verizon Business:

Manage problems proactively through effective Problem Management techniques Support the Incident Management process throughout the resolution lifecycle WAN/LAN CPE Wiring Desktop Hosting Security Define, implement and manage Problem and Control activities Utilize tools and techniques availabe for Problem Management Analyze Incidents and Problems to determine trends Support Service Desk integration with Incident Management reporting and prioritization Manage sll problems and undertake root cause analysis Create and communicate key performance indicators (KPIs) and Known Error Control procedures Manage known error database for incidents and problems Determine trend identification and manage problem reduction action plans Apply ITIL Best Practice options for Problem Management Incident Management Investigation and resolution relating to voice, data and cross functional towers Escalate and control incidents through to resolution and post mortem analysis Provide feedback necessary to the Service Desk to keep end customer informed Identify and coordinate updates where Service Desk scripts can be improved Problem and Error Control Identify and define problems Classify problems determining priority, impact and category Drive research and diagnosis processes Initiate Requests for Change (RFC)per the Vangent/Verizon contract Refine procedures and work instructions for Problem Management Problem Management Support Tools Techniques Determine resources amd manage the research and diagnosis activity Conduct daily incident reviews Apply appropriate support tools and techniques Periodic review of the Problem Control process Work with Vangent on criteria for choosing the appropriate toolset Identify and manage Known Errors Support tools and techniques Indentify and recommend appropriate support tools and techniques Initiate reviews of the Problem Management process to idenrify weaknesses Problem Management Prevention Identify "areas of improvement" (AI) for pro-active incidents and analyze details of Incidents Instigate Request For Change (RFC) to resolve weaknesses and common problems Communications and Management Reporting Report on key performance indicators (KPIs) of Problem Management Provided incident management during service impacting outages on client’s behalf among multi-tower support organizations, both internal and external to Verizon Business. Provided project support for domestic and international desktop, as well as voice support.

What they like about Verizon Business:

You highly value a work environment built on a formal structure, rules, and regulations. You do not enjoy the unpredictability of shifting priorities and deadlines that upset your routine. You require and enjoy direction, input and accountability as part of your work environment. You have a strong need to participate in making key decisions and feel left out if your superiors or co-workers do not seek your input when making decisions. You thrive on providing good customer service to both internal or external customers, and doing so makes you feel good.

Tags

Problem solving, Reporting, Technical Support, Program Management, Performance monitoring, Compliance review, Customer focused, Implementation, Microsoft Office Suite, Preventive Maintenance, VoIP, TCP/IP, DHCP, DNS, Avaya, Cisco, router, hub, server, fiber optics, cabling, database, Excel, Access, Sharepoint, PowerPoint, email, LAN/WAN, multiplexing, T1, T3, channel banks, line amp, echo canceller, x.25, switching, infrastructor, SONET, Token Ring, Problem Resolution

Skills

P&L responsibilities, Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts., Technology Solutions, Sales Support, Software Implementation, Leadership

These are some of the questions we asked our climbers about their experiences with Verizon Business: