Assistant Manager
3 weeks ago
Broad outline of the Role
* Responsible for Managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in respective areas of Network/SDWAN/Cloud and security/Unified Collaboration/Mobility and IoT/other domains. The role acts as a conduit between customers and other teams such as engineering, architecture etc. for any issue resolution. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles.
Purpose - Broad objective of the role
Size and Scope of Role - No. of direct reports
Size and Scope of Role - Total team size
Minimum qualification & experience
* Graduate with 4-7 years of experience
Other knowledge/skills
* Good knowledge on implementation, installation, integration troubleshooting and overall functionalities
* Experience in troubleshooting platform related issues, data backup, restoration, retention
* Maintains awareness of latest technologies in the domain
Key Responsibilities
* Technical administration or troubleshooting to ensure the efficient functionality of the solution.
* Incident Validation, Incident Analysis, Solution recommendation
* Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions
* Act as a point of escalation for Level-1 customer service analysts
* Coordinate with IT teams on escalations, tracking, performance issues, and outages.
* Prepare Monthly Executive Summary Reports for managed clients and continuously improve their content and presentation.
* Provide recommendations in tuning and optimization of systems, processes, procedures, and policies.
* Maintain an inventory of the procedures used by the operations team and regularly evaluate the procedures and add, remove, and update the procedures as appropriate.
* Publish weekly reports and monthly reports on customer service operations activity.
Technical Competencies
Knowledge / Skills
Communication Skills
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