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 / qualified 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
📌 Manager-Service Ops (Assam)
🏢 VIL
📍 Assam
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