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