Manager-Service Ops

3 weeks ago


Indiana, United States CareerBuilder Full time

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Technology / Technology Enterprise Solutions (TES)
Location
Job Purpose
Circle TES Service operation is responsible for Customer Life cycle management. This role will be accountable for enterprise customer service operation along with agreed KPI MTTR (240Min.), Fault rate (

Key Result Areas/Accountabilities

Accountable for end to end Enterprise customer experience management at circle.

Acts as a SPOC to manage escalation for all Service Operations and maintain committed SLAs of uptime for enterprise customers.

Lead a team that delivers and maintains fixed line services as per committed TAT and SLAs for Enterprise customers.

Undertaking service improvement plans to .provide customer circuit uptime improvement in a timely manner

Governance of MS partner & Off-net service providers

Engagement with cross functional team as well as NOC team

Maintenance, Tracking and release of AMC POs for 3rd party and circle vendors

Different type of network consolidation project execution as per given timeline

HSW & PTW compliance
Core Competencies, Knowledge, Experience

Different type of UBR product knowledge & hands on experience

ECI & Huawei NMS knowledge is must

Different type of IP device hands on experience like CISCO, Nokia & Huawei (CCNA/CCNP)

Experience of working in a Telecom service delivery / Operations function

Experience with Data Networking platforms and Enterprise products & services
Must have technical / professional qualifications

B-Tech Electronics and Telecommunications with 5+ years of experience in the field of enterprise customer operation, project management, Data Communications, Telecom and networking
Vodafone Idea Limited (formerly Idea Cellular Limited) An Aditya Birla Group & Vodafone partnership

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