AGM - Technical Service - Sahibzada Ajit Singh Nagar, India - Vodafone Idea Limited

Description

Role

Technical Service Manager

Job Level/ Designation

M2/AGM

Function / Department

Enterprise Business / CS

Location

Job Purpose

Responsible to provide Technical Support for the Carrier Customers using FLDS (Voice & Data) services.

Key Result Areas/Accountabilities

1. Technical knowledge on Data & Voice Network: -

Should be able to understand the architecture of the services being offered under Wire line business
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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.
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Should be able to drive technical service improvement plan for services where SLA is not meeting.
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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.
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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.
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Advance communication to Customer for any Scheduled outages and ensure proper co-ordination for timely execution
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Coordination with the Account Ma