Job Description

 Family Description

Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.

Subfamily Description

Architecture (ART) covers the development of end-to-end solution architecture designed to meet specific needs and works as a part of a customer team. Contains the definition of an architecture which comprises an integration design and specification of products and / or services which makeup the solution.



• Develops customer solution architecture in dedicated area of competence.

• Proposes on products in customer solution and initiates necessary evaluations and validations.

• Keeps the knowledge of the dedicated customer architecture in dedicated technical area and regional requirements.

• Understands and captures the critical inputs of stakeholders, and translates them into effective requirements and solutions.

• Specifies and designs effective end-to-end solutions, through the high as well as low level design of architecture, to meet customer needs in a market positioning prospective.

• Applies solution architecture standards processes and principles, to create and maintain a solution's integrity over time, including verification that the solution meets the clients requirements.

• Develops the full scope of the solution, working across organisations to achieve workable solutions.

• Researches, designs, plans, develops and evaluates an effective solution in specialised domains to meet customer’s requirements and outcomes, thanks to high as well as low level design of architecture.

• Applies solution architecture standards processes and principles, to create and maintain a solution's integrity over time.

• Develops the full scope of the solution, working across organisations to achieve workable solutions.

• Works effectively in a mixed environment and uses best practices and knowledge of internal or external business issues to improve products or services.

• Has in-depth business knowledge and uses understanding of how relevant areas integrate to achieve objectives.

• Uses advanced analytical skills to solve complex problems or problems that do not have routine solutions and takes a new perspective.

• Shares initial ideas for professional direction of own organisational unit.

• Acts as a professional advisor and mentor for staff / workteam / taskforces.

• May lead projects with manageable risks and resource requirements or small teams, handles day-to-day staff management issues, including resource management and allocation of work.

 Impact

Impact is short-term and usually departmental/project in scope. Accountable for quality, accuracy and efficiency of own and/or team achievements. Actions and errors can have program, project, functional impact.

Scope & Contribution

Individual Contributor: Performs and/or coordinates day-to-day activities to meet departmental/project objectives. Carries out root/cause analysis in more complex problems. Can develop and implement recommendations. Managerial/Supervisory: Direct supervisory responsibilities for people. Typically first level (and lowest level) of solid line management. Carries out variety of complex activities according to plan within broader area of responsibility, analyses problems. Decision-making typically according to established solutions.

Innovation

Accepts responsibility for and demonstrates support for delegated decisions. Requires minimum supervision. Uses non standard approaches to resolving issues. Suggests improvements and seeks opportunities for innovation. Demonstrates initiative & adaptability to changing business environments. Is willing to take on new roles or jobs appropriate to skill set in different environments and/or locations.

Communication

Works to influence others to accept job function’s view/practices and agree/accept new concepts, practices, and approaches. Requires ability to communicate with functional leadership regarding team & technical matters. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues.Has cross-cultural knowledge and global mindset

Knowledge & Experience

Management experience / Achieved advanced skills and knowledge within a specific professional discipline involving the integration of theory and principles with organisational practices and precedents. Typically requires 4-6 years relevant experience and/or a graduate equivalent (or higher) degree.