Airtel - Service Assurance Manager - Data Center

Service Assurance Manager

About the Role :

Service Account Manager Datacenter ( Delhi- NCR)

- The account managers responsibilities include developing strong relationships with large colo customers, connecting with key business executives and stakeholders on both sides, and preparing monthly/weekly reports.

- This person will take inputs from the customer and liaise with cross-functional internal teams like our
infrastructure facility team (OPT), Operations Team , Sales team for new quotes to be submitted, etc. to improve the entire customer experience.

- Normally the person will not be required to get into billing.

- This is a local position, and involves no travel, but if the customer is spread across Mumbai, Noida, Bangalore and Chennai, may require occasional travel.

Key Responsibilities :

1. Serve as the single point of contact for all large collocation customer account management matters and build and maintain strong, long-lasting client relationship with key customer stakeholders and Nxtra internal stake holders.

2. Interact with colocation customer regarding their technical/ non-technical and commercial queries

3. Act as a single point of contact for all communication received from the customer

4. Record and maintain all issues/snags raised by the client

5. Co-ordinate with facility operations, administration, safety and security team by assigning tasks received from customer

6. Ensure the timely and successful delivery of our solutions as per agreed time lines while maintaining the quality of the delivery.

7. Communicate with the customer regarding the status, issue, bottleneck and delay if any while resolving a
task

8. Conduct and participate in the weekly monthly/quarterly review meetings and minute and task the same.

9. To facilitate client with Weekly reports, Monthly reports and Quarterly reports with adherence to time schedule

10. To maintain issue trackers of operations, safety and security with timely updates

11. To schedule weekly meetings, site walk through and conference with the client as and when requested

12. To ensure customer satisfaction by identifying and eliminating hurdles post consultation with management

13. To co-ordinate with multiple teams on client side

14. To ensure smooth billing by providing required data as per timelines

15. To co-ordinate with internal teams to execute up gradation/down gradation projects

16. The SAM will be a part of the large client-on boarding and integrate them into the Nxtra.

Experience & Skills :

- DC Visits for all data centers.

Experience Required : Minimum 4 years in Data Centre specific

- Excellent communication skills is necessary. The SAM should possess technical and communication skill-sets to do DC Visits for prospects that the sales refers for site visits.

- Excellent communication skills are required for both the above.

- The ability to communicate, present and influence key stakeholders at all levels is of prime importance. The
SAM should have excellent listening verbal, written and presentation communication abilities for both DC visits and customer interface

-Experience with MS Office for report generation as per customers required frequency is important