Service engagement and experience for Enterprise Customers by driving Incident, Escalation Management as day to day operations.
Strong engagement with Cross functional teams to drive our priority to ensure better customer experience
Performance report to be shared and engage with customer to walk them through the report on current performance and any Service Improvement being worked out.
Repeat fault analysis and continuous service improvement to be driven.
Any Change management to be tracked and ensure it is closed with customer satisfaction.
Communicate with customer and get feedback.
Good Understanding of TCP / IP, OSI Layer Protocol suites, WAN protocols and troubleshooting
Hands On Knowledge of Huawei OTN 8800, 9800 and NMS U2000 ECI XDM1000, XDM2000, NPT1200, Huawei X8, X16 Cisco ASR9000, ASR920, ASR903, C7600 Juniper / Huawei Routers and Switches Candidate should be having exposure on Service Management role experience.
He / She should possess Fixed Line product understanding, if had worked in B2B environment will be an added advantage
Purpose - Broad objective of the role
Operating Network - Key External
Operating Network - Key Internal
Size and Scope of Role - Financial
Size and Scope of Role - No. of direct reports
Size and Scope of Role - Total team size
Size and Scope of Role - Other size parameters
Minimum qualification & experience
Other knowledge / skills