Service Management - Senior Specialist
Mumbai, India
10h ago

about the role

  • To generate, analyze and present (deliver monthly, weekly & daily network performance reports to Customer Service Manager (as per agreed deadline)
  • To monitor and evaluate usage and traffic management services
  • To analyze the operation of customer’s network and to report on Quality of Service
  • To work in improvement plans with GCSC / CSM / VPO areas to incorporate in the Service Improvement Program as well as address SIP actions internally that have been agreed with CSM
  • To account for compliance with Service Level Agreements (SLA) and provide feedback to Primary CSM
  • To monitor service performance and track chronic cases and work towards resolution of these chronic cases
  • To support the CSM by advising planned maintenance and how this would affect the supported customer
  • To maintain the customer documentation fully updated in the Orange tools (GCDR, Clarify, Fileade etc)
  • To actively assist in data integrity issues for the assigned customers.
  • To produce the Root cause analysis report for the customer where required
  • To act as internal support SPOC for CSMs for assigned accounts
  • about you

    Strong analytical skills

  • Good communication skills
  • Customer centric approach
  • Quality and process oriented
  • Good Problem Solving approach
  • Team player
  • additional information

  • Degree Holders with good Telecom / Data / IP Network knowledge.
  • Good knowledge of MS-Office (Mainly Excel and Visio). Knowledge of VBA will be an added advantage
  • Excellent verbal and written communication skills in English language. Knowledge of French language will be an added advantage.
  • department

    Customer Services & Operations


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