Manager-Service Ops

Role

TES Service Operation Manager – Circle

Job Level/ Designation

M1

Function / Department

Technology / Technology Enterprise Solutions (TES)

Location

Guwahati

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 (<=10 %) & Circuit uptime (99.5%) along with life cycle management. Schedule regular review meetings with MS partner, 3rd party vendor, NOC & Business team for service improvement plan & ensure customer deliverables as per agreement.  

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 SLA’s of uptime for enterprise customers.

· Lead a team that delivers and maintains fixed line services as per committed TAT and SLA’s 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