Technical Service Manager

6 days ago

Mohali, Punjab, India Vodafone Idea Limited Full time
  • Role
  • Technical Service Manager
  • Job Level/ Designation
  • M2/AGM
  • Function / Department
  • Enterprise Business / CS
  • Location
  • Vodafone Idea Limited
  • Job Purpose
  • Provide technical support for 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 services being offered under Wireline 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
  • Relevant experience handling Carrier Customers
  • Good stakeholder-management skills
  • Balanced in handling emergencies
  • Must have technical / professional qualifications
  • CCNA/CCNP preferred, ITIL will be added advantage
  • Engineering Graduate

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