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17/04 HR
HR at Vodafone Idea

Views:188 Applications:33 Rec. Actions:Recruiter Actions:0

Vodafone Idea - AGM - Carrier Service Manager (10-15 yrs)

Mumbai Job Code: 915419

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.

The apply button will redirect you to an external URL, please apply there as well

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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