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AGM - Technical Service

2 months ago

ajit, India Vodafone Idea Limited Full time

Role

Technical Service Manager

Job Level/ Designation

M2/AGM

Function / Department

Enterprise Business / CS

Location

Mohali

Job Purpose

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

Key Result Areas/Accountabilities

1. Technical knowledge on 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.