AGM - Technical Service Manager

1. Job Purpose

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

1 Technical knowledge on Data & Voice Network: -

Should be able to understand the architecture of the services being offered under Wire line business •

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. •

 Should be able to drive technical service improvement plan for services where SLA is not meeting. •

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. •

2. Key Accountabilities / Key Result Areas

1 Technical knowledge on Data & Voice Network: -

Should be able to understand the architecture of the services being offered under Wire line business •

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. •

 Should be able to drive technical service improvement plan for services where SLA is not meeting. •

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. •

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. •

Advance communication to Customer for any Scheduled outages and ensure proper co-ordination for timely execution •

Coordination with the Account Management Team to plan for prioritization of visits/reviews •

Co-ordination with account/ billing team for revenue collection for commissioned services. •

Co-ordination with Service delivery team for providing project updates for ongoing deliveries to customer.

 4 Analytical and logical approach: -

Ensure proper analyses and action for any repeat nature of faults within the network. RFO to customer within 48 hr.

Service SLA’s and performance against these parameters KPI

 Ensure Service uptime to the customers as per agreed SLA. •

Ensure minimum escalation to higher management •

Effective communication to internal customer as well as workgroup to ensure better customer experience. •

Highlighting recurring performance issue within network to concern workgroup and drive till closure. •

Analysis and MIS to the Management. •

Service Performance reviews with customer.

3. Core Competencies, Knowledge, Experience, Technical / Professional Qualifications

Desired Competencies/ Skills

 Relevant experience handling Carrier Customers

Good stakeholder-management skills •

• Balanced in handling emergencies


• Good knowledge on IP & Fiber Optics & Voice, CTS

Educational Qualifications

• CCNA/CCNP preferred, ITIL will be added advantage


• Engineering Graduate