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Service Quality Operations Manager pour Ubigi H/F

Il y a 2 mois

Puteaux HautsdeSeine, France TRANSATEL (an NTT company) Temps plein

Fort d’un succès commercial croissant, la satisfaction de ses clients est une obsession pour l’équipe Ubigi. Nous recherchons actuellement un Responsable Qualité de Service pour garantir la fiabilité de nos services à travers une surveillance proactive et une gestion efficace des incidents. Il s’agit de l’ouverture d’un nouveau poste au sein de l’équipe. Le candidat devra être force de proposition pour la mise en place des process et la définition plus précise des périmètres de responsabilités du poste.

Votre mission

• Documentation technique :

- Connaître, comprendre et documenter tous les composants techniques (internes et externes) de la chaîne de traitement du service Ubigi.

• Identification des risques :

- Identifier les points de failure potentiels et spécifier les systèmes de monitoring proactifs nécessaires pour prévenir les problèmes techniques avant qu'ils n'affectent nos clients.

• Monitoring et reporting :

- Mettre en place et gérer des dashboards de monitoring en exploitant les différents logs mis à disposition de l’équipe Ubigi.

- Reporting régulier de la qualité de service et qualité d’expérience remontée par les clients Ubigi

• Gestion des Incidents :

- Organiser et coordonner le suivi des incidents avec les équipes techniques concernées et les équipes internes Ubigi.

- Représenter la voix du client Ubigi en interne

Votre Profil

• Compétences techniques :

- Maîtrise des systèmes de monitoring, gestion des logs et outils de documentation. ( ELK , SQL , Webhook , Grafana )

- A l’aise avec le croisement de données et leurs manipulations pour exploitation (Power BI ,SQL, ETL )

- Une connaissance en devs/scripting ou noCoding tools peut être un plus dans le cadre de la création / maintenance d’outils/reporting

• Compétences interpersonnelles :

- Appétence naturelle pour l’investigation des problèmes.

- Excellentes compétences en communication et en résolution de problèmes.

- Capacité à travailler de manière autonome et en équipe.

- Résistance au stress.

- Appétence naturelle pour la satisfaction client.

• Expérience :

Minimum de 5 années d'expérience au minimum dans un rôle similaire, de préférence dans le secteur des télécommunications ou des services numériques.