Head - Services Management Center - IP Networks

Purpose of the Job

The Service Management center head primarily deals with customers, vendors, engineers and the whole technical team. He is responsible for managing and coordinating the NOC team. The main aim of his coordination is to ensure that the networking system runs efficiently without interruption. He also manages the business process in the organization. He/She also ensures that the systems and technology used are constantly upgraded to remain relevant in the job

Deliverables

- Focus on solutions which are innovative to resolve networking problems & ensure enhance experience to the customer

- Ensuring that customer needs are properly defined and satisfactorily met. He/She implements and evaluates the working of networking systems. He/She stays abreast of new technologies emerging in the industry.

- Acumen: He/She should have excellent working knowledge on various IP network technologies and good exposure on network security .The success of a the role depends on his knowledge of the industry and his level of experience in the field. Incumbent should have a good understanding of the industry and hands on knowledge of networking protocols

- Customer Satisfaction: Every process should be designed to ensure enhance customer satisfaction

- Key KPIs: Incumbent should be able to drive his team to ensure all resolutions related to business circuits are done within SLA

Educational Level

Must have:

Engineering & MBA

Working Experience

Must have:

15-20 years of customer service experience. Exposure in technology domains across industries