(Ict Network Provider) Sa-paco

2 days ago


Mumbai, India MatchaTalent Global Full time

Job Summary

Responsible for analyzing, designing, developing and maintaining end-to-end technical solutions based on the customer specifications and business needs. Responsible for short and long-term profitable business for This Company by being part of or working closely with the Core 3 team to translate the customer need and technology opportunities into detailed technical offerings, solutions and proposals. In a Customer Support Role, Solution Architect take responsibilities for Support sales and Solution Support for Customers. With the help of team, SA will be working to provide solutions to problems that have been reported by customers according to established processes and contracted Service Level Agreements. He is expected to be expert in his/her domain to deliver contracted support services of CSR handling, Problem Management, Pre-emptive Support, Security Support and Software Update Handling services

Responsibility and Tasks
- General
- Handle and resolve Customer issues
- Provide dedicated support
- Deliver results & meet customer expectations
- Handle Software Update Management (SUM)
- Handle Customers and internal Stakeholders from Technical perspective
- Work with diverse team
- Operational
- Keep track of ongoing Customer service request and ensure that concern is being addressed with the right priority
- Analyze and troubleshoot to Handle and provide support in critical and Emergency cases when needed
- Interface and Interact with the relevant stockholders within organization and ensure the timely progress on Customer service request for Critical/ Priority cases
- Write JIRA and engage design support when needed
- Available to handle customer technical queries all the time and ensure timely response
- Ensure to assign the cases to team timely
- Make constant efforts to be updated on relevant technical skills all the time
- Participate in Project activities and involve as needed
- Take handover from Project and ensure all the check points completed
- Organize and deliver the Knowledge sharing sessions with stakeholders
- Review and prepare the relevant technical document i.e. RCA
- Customer Specific
- Good Working Relationship with Customer and Working groups
- Take part in Operational review meetings regularly
- Up to date on solution deployed in customer network
- Single point to contact from This Company to receive customer technical queries
- Make customer aware on product Life cycle i.e. HW or SW
- Interface with customer for planned activities in network as needed
- Business Related
- Provide technical support to Service delivery Manager in all respect
- Participate and contribute during pre-sales engagement activities
- Understanding of the contractual obligation for support delivery
- Ensure that KPIs are met according to SLA
- Identify the add on sales opportunities

**Benefits**:



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