Vodafone Idea - AGM - Carrier Service Manager

Carrier Service Manager

Job Level/ Designation - M2 / AGM

Function / Department - Enterprise / Customer Service

Location - Mumbai

Job Purpose :

Responsible to provide Technical Service Support for the Carrier Customers using FLDS services.

Key Result Areas/Accountabilities :

 Technical know how of FLDS Network: 

- Should be able to understand the architecture of the services being offered under FLDS / Carrier business 

- Network audit for data links for any single point of failure and plan for additional resiliency.

Customer Focus: 

- Handling customer faults and ensuring periodic communication to customer during any outages

- To ensure services offered to customer meet the agreed SLA with minimum MTTR 

- Customer Performance review with Service health check parameters and ensure closure of any repetitive nature of issue. 

- Should be able to drive technical service improvement plan for services where SLA is not meeting. 

- Keeping track of customer service details and suggest for bandwidth Upgradation for over utilized links; contract renewal reminders to customer and account management team in advance. 

- Be part of MSA /SLA discussion with customer and signup process.

Co-ordination / Communication skills: 

- Co-ordination with various NOC teams and Vendors and to ensure minimum service downtime during outages. 

- Advance communication to Customer for any Scheduled outages and ensure proper co-ordination for timely execution 

- Coordination with the Account Management Team to plan for prioritization of visits/reviews 

- Co-ordination with account/ billing team for revenue collection for commissioned services. 

- Co-ordination with Service delivery team for providing project updates for ongoing deliveries to customer.

Analytical and logical approach: 

- Ensure proper analyses and action for any repeat nature of faults within the network. RFO to customer within 48 hr.

- Service SLA's and performance against these parameters KPI

- Ensure Service uptime to the customers as per agreed SLA. 

- Ensure minimum escalation to higher management 

- Effective communication to internal customer as well as workgroup to ensure better customer experience. 

- Highlighting recurring performance issue within network to concern workgroup and drive till closure. 

- Analysis and MIS to the Management. 

- Service Performance reviews with customer.

Competencies: 

- Relevant experience handling Carrier Customers

- Good stakeholder-management skills -

- Balanced in handling emergencies

Core Competencies, Knowledge, Experience :

- Technical know how of FLDS Network

- Must have technical / professional qualifications

- CCNA/CCNP preferred, ITIL will be added advantage.

- Engineering Graduate.

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