The CSM shall take ownership of the partner relationship responsible for ensuring the correct and proper delivery of Operations Assurance services as specified in the service contracted agreements with Aeris´s partners. As such, the CSM is fully accountable for delivering Service Level Agreement (SLA) fulfilment.
What you will do:
Operational Assurance Management
• Assurance of delivery performance based on the contractual Service Level Agreement, establishment and updating of Working Level Agreements (WLA) & Operational Level Agreements (OLA)
• Operational governance
• SLA/critical metric review
• Reporting, forecasting, improvement actions
Incident Management
• Perform hierarchical communications in case of major incidents and act as the single point of contact
• Co-ordination of management bridge during major incidents, regular communication up to resolution towards the partner management organization and alignment to/from Problem Management
Problem Management
• Ensure that Problem Management activities are efficiently performed
• Co-ordination of Problem Management reporting, follow-up and alignment with the agreed governance model
• Support with co-ordination of partner approval for solutions to be implemented as part of the Problem Management process
• Tracking and follow-up of external Root Cause Actions (RCA)
Preventive Maintenance
• Secure that the preventive maintenance plan covers partner requirements and ensure partner approval when vital
• Ensure that impacts due to forecasted periodic maintenance are reported and agreed with the partner
Service Delivery Efficiency
• Continuous drive for efficiency, improvements in automation and overall precision in service delivery
• Alignment and approval to support improvement plans requiring multi-delivery units
Introduction of new Services, Features, Functionality
• Support in defining the vital processes for the recent introduction of a service for the new partner
• Work closely with other unit
📌 Dy Manager Customer Support (Noida)
🏢 Aeris Communications
📍 Noida
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