Technical Service Manager

Role purpose:

Responsible for managing enterprise fixed line customers from service management point of view
He should have sound knowledge on MPLS VPN network in design / deploy / assure phases
He should have sound knowledge on Cisco/ Juniper platform
He should have excellent interpersonal skills to engage with internal team to get the desired work done in speedy manner
He should carry excellent analytical skills to identify the focus area and should action for closures
He should have excellent customer management skills and should engage with customer on weekly/ monthly/ quarterly basis for service reviews
He should be effectively handle customer escalation and bring relevant internal stake holders to address the customer concerns

Key accountabilities and decision ownership:

Technical know-how of Data 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.

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.
Driving SLA adherence

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

Process adherence and improvement initiative

He should be able to drive process adherence with all stake holders.
He should be able to analyse and suggest process improvement if required for program effectiveness
HSW Compliance
Ensure that the HSW norms are adhered to

Core competencies, knowledge and experience:

Critical Success Factors

Threshold Functional Competencies

Experience with handling Enterprise Data services with understanding of Data N/w.
Excellent Co-ordination, Communication skill with internal as well as external customers.
Relevant experience of Service Assurance function.
Differentiating Functional Competencies
Certification on CCNA would be an additional advantage

Experience

Must have technical / professional qualifications:

Budget owned:

Financial(Limits / Mandates Etc.)

Non – Financial

Service Assurance of Fixed Line Data Services (FLDS) to enterprise customers
Effective Co-ordination, Communication skills to internal as well as external customer

Key performance indicators

Ensure meeting SLA parameters as per agreed SLA.
Ensure minimum escalation to higher management
Effective communication to internal customer as well as to 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.

If interested please share your profiles to mailto:prabhakar@crystalconsultants.in

Thanks & Regards,

David Prabhakar

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Crystal Consultants

( +91 (40) 40038252 | +91 98491 68034

PLOT NOT 85, P&T COLONY, BEHIND OXYGEN HOSPITAL,VIKRAMPURI,

NEAR SECUNDRABAD CLUB, SECUNDRABAD-500009

Technical Service Manager – Hyderabad