• Vodafone Idea - Territory Support Manager - Enterprise Service Jobs in Bangalore,India - 25040492

  • Vodafone Idea

Job Description:

Job Purpose

Responsible to provide Technical Support for the Enterprise Customers using FLDS services

Key Result Areas/Accountabilities

1 Technical know how of Data 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

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 Up gradation 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 SLAs 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 Enterprise Customers

- Good stakeholder-management skills

- Balanced in handling emergencies

Must have technical / professional qualifications

Engineering Graduate with CCNA/CCNP preferred, ITIL will be added advantage

Profile Summary:

Employment Type : Full Time
Functional Area : ITES / BPO / KPO / Customer Service / Operations
Salary : Not Mentioned
Deadline : 10th May 2020

Key Skills:

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