Customer Experience

2 months ago


Chennai, India Airtel India Full time

**1) **Service Delivery & data security**
- Manage enterprise servers and collocation racks and SLAs.
- Implement infrastructure monitoring tools and practices.
- Coordination with Facility Management Team for Infrastructure availability reports & BMS

reporting.

2) **Customer Support**
- Ensure quick and effective redressal of customer issues or escalations of problems in

coordination with SAM and PM team.
- Work as Service Account Manager from Nxtra for GB customers and for need based

**3) Vendor management**
- Monitor performance of vendors, outsourced partners and ensure quality standards.
- Ensure availability of desired support from vendors and OEM partners.

**4) **Visitors and DC services Feedback**
- Give Datacenter Presentation, co-ordinate with DC Infra for the seamless customer visits.
- Take customer feedback in the defined format and forward the feedback to the central SPOC.

**5) **Capacity Management**
- Design and deploy dashboards for monitoring capacity availability and utilization of various DC

Products.Identify and generate a report on capacity utilization for review by the management.
- Tracking existing network inventory of all Datacenter locations including all network elements,

their connectivity configurations and periodic update of the same
- Keep a track of annual maintenance contracts of all IT infrastructure elements across Datacenter

locations.

**6) **Support functions**
- Extend support to sales and marketing for Customer visits to Datacenter facilities.
- Facilitate effective MIS generation and ensure monthly reporting to all customers or as per SLA
- Implement and retain customer in the manage services and colo domain.
- Provide monthly report to Revenue assurance department for customer deployed at

Datacenter.


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