AGM - Technical Service
3 weeks ago
Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.
Role profile
Role title: Technical Service Manager
Function: CS/CORP
Band: M2/AGM
Department: Enterprise / CORP
Reports to: Saurabh Datta
Location: Bangalore
Role purpose:
Responsible to manage Enterprise Customers using FLX services.Key accountabilities and decision ownership
[max 5]:
Technical knowledge of Data Network: Should be able to understand the architecture of the services being offered under Wireline businessNetwork audit for data links for any single point of failure and plan for additional resiliency.
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.
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.
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 and experience [max 5]:
Relevant experience handling Enterprise Customers
Good stakeholder-management skills •
Balanced in handling emergencies
Must have technical / professional qualifications:
CCNA/CCNP preferred, ITIL will be added advantage Engineering GraduateBudget owned: CS Enterprise / CORP
Key performance indicators [max 3]:
Retention Management – Churn Control RAG Volume & Value Customer Engagement - RNPSDirect reports: Saurabh Datta
Dotted reports: Amit Singh
Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership
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