AGM – Technical Service

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Job title: AGM – Technical Service

Company: Vodafone Idea

Job description: Role

Technical Service Manager

Job Level/ Designation

M2 / AGM

Function / Department

Enterprise / Customer Service

Location

Mumbai

Job Purpose

Responsible to provide Technical Support for the Enterprise Customers using FLDS (Voice & Data) services.

Key Result Areas/Accountabilities

  • Technical knowhow of Data & Voice Network: –
  • Should be able to understand the architecture of the services being offered under Wire line business
  • Network audit for data links for any single point of failure and plan for additional resiliency.
  • 2 Customer Focus: –
  • Handling customer faults and ensuring periodic communication to customer during any outages
  • To ensure services offered to customer meet the agreed SLA with minimum MTTR •
  • Customer Performance review with Service health check parameters and ensure closure of any repetitive nature of issue.
  • Should be able to drive technical service improvement plan for services where SLA is not meeting.
  • Keeping track of customer service details and suggest for bandwidth Upgradation for over utilized links; contract renewal reminders to customer and account management team in advance.
  • Be part of MSA /SLA discussion with customer and signup process.
  • 3 Co-ordination / Communication skills: –
  • Co-ordination with various NOC teams and Vendors and to ensure minimum service downtime during outages.
  • Advance communication to Customer for any Scheduled outages and ensure proper co-ordination for timely execution
  • Coordination with the Account Management Team to plan for prioritization of visits/reviews
  • Co-ordination with account/ billing team for revenue collection for commissioned services.
  • Co-ordination with Service delivery team for providing project updates for ongoing deliveries to customer.
  • 4 Analytical and logical approach: –
  • Ensure proper analyses and action for any repeat nature of faults within the network. RFO to customer within 48 hr.
  • Service SLA’s and performance against these parameters KPI
  • Ensure Service uptime to the customers as per agreed SLA.
  • Ensure minimum escalation to higher management
  • Effective communication to internal customer as well as workgroup to ensure better customer experience.
  • Highlighting recurring performance issue within network to concern workgroup and drive till closure.
  • Analysis and MIS to the Management
  • Service Performance reviews with customer

Core Competencies, Knowledge, Experience

  • Customer relationship management / Service management
  • Good CFT/ stakeholder-management skills
  • Balanced in handling emergencies
  • Escalation management

Must have technical / professional qualifications

  • CCNA/CCNP preferred, ITIL will be added advantage
  • Graduate

Expected salary:

Location: Bangalore, Karnataka

Job date: Tue, 18 Oct 2022 04:47:01 GMT

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