- Experience in Provide technical support to Partners via fault tickets for voice and broadband services.
- Know how rage fault reports and ensure the ticket is assigned to the correct internal or third-party resolver group for resolution.
- Experience on Technical service deck and hands on ticketing tools
- Booking engineer appointments on behalf of the Partner for end user visits.
- Provide regular updates to Partners on faults until fault resolution.
- Manage third party resolver groups to ensure they are resolving faults within SLA.
- Escalate with third-party resolver groups if SLA breaches.
- Cross domain co-ordination- Liaising and escalating with external suppliers and other TalkTalk departments to ensure minimum disruption and downtime to customers.
- Ensuring customer satisfaction at all time.
- Quick decision making and reduce the learning curve on bespoke scenarios.
- Expected to be skilled with understanding of tests and diagnostics involved in the process to maintain the shorter SLAs involved in assurance.
- Domain knowledge will be important since the customer comms are sensitive and time impacting.




- Proactive collaboration with third party resolver groups including escalation management required to ensure speedy resolution and follow-ups to manage SLAs.
- To motivate, develop and mentor team members in a dynamically changing environment.
- Track and monitor KPIs as per Project requirement.
- Assist in scheduling and coordinating team activities.
- Answer operations related queries from the client and internal stakeholders
- Drive process performance to achieve and exceed SLA deliverable.
- To create a conducive and stimulating workplace for the teams to accomplish their goals
- Manage expectations of his team members and proactively should be able to sense their needs.
- Represent the organization and participate in client visits and reviews.
- Process management-Accountable of team and process performance
- Provide inputs on process changes and best practices.
- Client management
- Insights of P&L;/Revenue of the project / EBIDTA
- Project Contribution / Process improvement
- Ability to effectively communicate his/her thoughts in a well-organized manner.
- Excellent communication and Email writing skills

📌 Team leader (Pune)
🏢 Tech Mahindra
📍 Pune