Company description / JD introduction

• We are HCLTech, one of the fastest-growing large tech companies in the world and home to 220,000 people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering, Cloud and AI.
• The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

Responsibilities/ Tasks

• Kick-Off Calls: Coordinate and lead kick-off calls with the Client’s Business account team, Customers, and respective engineering resources.
• Information Updates: Update all appropriate information at the Managed Services project and Customer level in the Enterprise Solution Platform (ESP).
• Order Forms: Ensure Managed Services Order Forms (MSOFs) are submitted under the appropriate ESP project.
• Communication Plan: Develop a communication plan with the Managed Services joint project team and set expectations for the roles and responsibilities of each team member for all phases of the Managed Services project.
• Documentation: Provide documentation to the Managed Network Solutions Operations (MNSO) at the conclusion of the planning phase, outlining Customer-specific procedures for outage notification, special handling, and escalation for all new Customer networks.
• Status Calls: Lead weekly Managed Services project status calls with all Managed Services project team members.
• Change Management: Manage changes within the Managed Services project, informing the Customer of the potential impact and possible implementation strategies.
• Exception Requests: Secure any Managed Network Service Order exception requests for a site or device that does not follow standard Managed Service Operations (MSO) guidelines for site acceptance.
• Task Scheduling: Coordinate the scheduling of all Customer site-specific tasks (site surveys, WAN activation, LAN activation, acceptance testing, etc.) according to the implementation plan, and track the completion of all site activities and the resolution of any issues preventing the progression of the site to management acceptance.
• Order Audits: Audit and approve/reject the MSOFs and proactively engage Order Management to minimize re-work due to MSOF rejections.
• Project Closeout: Conduct Managed Services project closeout meetings with the customer at the conclusion of the project.

Education/certification

Bachelor's Degree:

• A degree in Business Administration, Telecommunications, Information Technology, or a related field would be advantageous.

Certifications:

• Project Management Certification: Certifications like PMP (Project Management Professional) or PRINCE2 can be valuable for managing projects effectively.
• Networking Certifications: Certifications such as CompTIA Network+, Cisco Certified Network Associate (CCNA), or similar can enhance your knowledge of networking technologies. Salesforce Certification: Since SFDC tool & processes knowledge is required, a Salesforce certification like Salesforce Administrator or Salesforce Certified Advanced Administrator could be beneficial.

Key Skills Required

• Language Proficiency: High fluency in Spanish or Italian (minimum C1 level) and English (minimum B2 level).
• Telecommunications and Networking Knowledge: Understanding of telecommunications, networking technologies, and client products and solutions.
• Salesforce (SFDC) Knowledge: Familiarity with Salesforce tools and processes.
• Effective Communication: Ability to deliver clear and effective written and verbal messages to customers.
• Critical Thinking: Strong critical thinking skills for effective decision-making.
• Technical Aptitude: General technical aptitude and forward-thinking abilities.
• Customer Service Focus: Strong focus on delivering a world-class customer experience.
• Presentation Skills: Clear, confident communicator with strong written and verbal presentation skills.
• Initiative and Teamwork: Ability to work independently with minimal supervision and as part of a wider project/team.
• Pressure Handling: Ability to perform well under pressure to meet deadlines.
• Attention to Detail: High attention to detail, data accuracy, and quality of input.
• B2B Experience: At least 3 years of experience in a Business to Business (B2B) / Corporate Environment.
• Problem Management: Strong problem management and analytical skills.