Job Description
Lead the N2 Support team, fostering a high-performance, collaborative environment
Conduct regular follow-ups, provide structured feedback, and support team development
Deliver training and refreshers to ensure adherence to processes and operational standards
Ensure documentation, maintenance, and evolution of processes in the knowledge base
Develop and run quality monitoring routines
Ensure operational compliance, identifying deviations and proposing action plans
Map root causes of tickets and consolidate analyses of tabulation reasons
Build diagnostics (e.g., Pareto of top offenders) to guide priorities
Escalate structural issues to N3 and Product with consistent analyses and proper documentation
Support prioritization of requests with the greatest operational impact
Gather KPIs, define action plans, and present results
Participate in running war rooms, ensuring application of the operational framework
Support communications, records, RC...
Conduct regular follow-ups, provide structured feedback, and support team development
Deliver training and refreshers to ensure adherence to processes and operational standards
Ensure documentation, maintenance, and evolution of processes in the knowledge base
Develop and run quality monitoring routines
Ensure operational compliance, identifying deviations and proposing action plans
Map root causes of tickets and consolidate analyses of tabulation reasons
Build diagnostics (e.g., Pareto of top offenders) to guide priorities
Escalate structural issues to N3 and Product with consistent analyses and proper documentation
Support prioritization of requests with the greatest operational impact
Gather KPIs, define action plans, and present results
Participate in running war rooms, ensuring application of the operational framework
Support communications, records, RC...
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