Care Program Manager

As Care Program Manager Provides technical and operational services, including support, maintenance, network design, deployment, integration, transformation, and education, with a focus on revenue growth and customer satisfaction provides contractual customer support across technical and non-technical areas, manages incidents and requests, ensures service delivery readiness, supports pre- and post-sales activities, and drives issue escalation and serviceability improvements.

• Maintain strong customer relationships, understand customer needs, and ensure consistent and professional communication.
• Coordinate Care service delivery, including software/hardware maintenance, repairs, upgrades, and change management, within agreed SLAs, scope, and budget.
• Lead customer governance activities, including Kick-off, ORM, service reviews, surveys, and monthly performance reporting.
• Ensure accurate and up-to-date customer entitlements, installed-base data, contracts, and service records.
• Support AMC proposal preparation, PO follow-up, contract renewals, invoicing, and Care revenue management.
• Act as a bridge between TAC and customers, coordinating escalations, quality issues, FIT breaches, and non-standard service events.
• Support customer onboarding, service adoption, upsell/cross-sell opportunities, and continuous service improvement.
• Coordinate software upgrades and server AMC activities while ensuring effective handover between Sales, Deploy, Care, and other stakeholders.

You have:

• Bachelor's degree with 12-15 years of relevant experience. Preferably have subsea knowledge along with DWDM optical knowledge.
• Ensure customer entitlements and coordinate AMC proposals, PO follow-ups, and server AMC activities.
• Organize ORM and governance meetings, including monthly performance reporting.
• Coordinate software upgrades and bridge communication gaps between TAC and customers. Track and resolve quality issues, FIT breaches, and customer escalations.

It would be nice if you also had:

• Maintained data accuracy and consistency across project management tools.
• Supported end users and updated customer contract, SLA, and project data.
• Managed customer-specific information for accurate project tracking.
• Collaborated with cross-functional teams to support project execution and operations.