Customer Support Manager

1 month ago

Noida, Uttar Pradesh, India Aeris Full time
Job Summary

The Customer Support Manager will be responsible for ensuring the correct and proper delivery of Operations Assurance services as specified in the service contracted agreements with Aeris' partners. This role requires a strong focus on delivering Service Level Agreement (SLA) fulfilment and ensuring the partner relationship is maintained effectively.

Key Responsibilities

• Operational Assurance Management: Ensure delivery performance based on contractual SLA, establish and update Working Level Agreements (WLA) & Operational Level Agreements (OLA)

• Operational Governance: Manage operational processes and ensure compliance with company policies and procedures

• SLA/Critical Metric Review: Regularly review and analyze SLA and critical metric performance to identify areas for improvement

• Reporting, Forecasting, Improvement Actions: Provide regular reporting and forecasting to stakeholders, and implement improvement actions to enhance service delivery

Incident Management

• Perform hierarchical communications in case of major incidents and act as the single point of contact

• Coordinate management bridge during major incidents, regular communication up to resolution towards the partner management organization and alignment to/from Problem Management

Problem Management

• Ensure that Problem Management activities are efficiently performed

• Coordinate Problem Management reporting, follow-up and alignment with the agreed governance model

• Support with coordination of partner approval for solutions to be implemented as part of the Problem Management process

• Tracking and follow-up of external Root Cause Actions (RCA)

Preventive Maintenance

• Ensure that the preventive maintenance plan covers partner requirements and ensure partner approval when vital

• Ensure that impacts due to forecasted periodic maintenance are reported and agreed with the partner

Service Delivery Efficiency

• Continuous drive for efficiency, improvements in automation and overall precision in service delivery

• Alignment and approval to support improvement plans requiring multi-delivery units

Introduction of new Services, Features, Functionality

• Support in defining the vital processes for the new introduction of a service for the new partner

• Work closely with other units to define critical metrics and SLAs associated to the new Service

Process Management

• Maintain and update inter-working processes both internally and partner focused e.g., emergency handling, procedure manual etc

• Work closely with IoT Process Owners to secure process improvements and organization to secure the right competence and dimensioning for upcoming projects

• Ensure all relevant information is communicated proactively to the partner

• Ensure exit criteria fulfilled at transition 'handover process' from Project to Operations organization

• Follow-up on process improvements as a result of RCA analysis or critical issue actions

Program Management

• Support towards program management for the delivery of partner-specific projects

• Project Governance – stakeholder in all tollgate decisions for projects for the designated partners

• Ensure entry (Tollgate 2) and exit criteria/handover (TG4) are met by project managers delivering towards the designated partners

Other Responsibilities

• Secure support of partner segment business

• Assist in innovating, developing, and driving best-practice delivery and assurance governance processes for IoT business

• Coordination of Customer Satisfaction Surveys, Customer Experience Management measurements, or similar

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