Vodafone Idea - Technical Service Manager (6-8 yrs)

Role : Technical Service Manager.

Job Level/ Designation: M2 / AGM.

Function / Department: Enterprise / CS.

Location : Mumbai.

Job Purpose : Responsible to provide Technical Support for the Carrier Customers using Voice & Data services.

Key Result Areas/Accountabilities :

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.

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, 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.