Service Delivery/Assurance Manager

Role Summary

Responsible for Carrier, Enterprise and Retail technical support activities as part of Customer Operation Team for Service Delivery and Assurance.

Duties and Responsibilities

- Ensuring Service Assurance support for Enterprise, Retail and Wholesale Customers

- Process designing, implementation & stream lining for post sales support.

- Project management of the solution delivery and on-boarding of the customer.

- Providing Support, troubleshooting problem resolution & coordinating with vendor for problem resolutions.

- Support Customer Care teams to carry out customer problem issues trouble shooting & resolution ensuring high standards of quality customer care.

- Trouble ticket (TT) resolution within SLA, tracking of TAT for customer TT resolution and report gaps

- Publishing & Analyzing weekly & monthly trouble ticket report. Trend Monitoring & highlighting chronic issues to get permanent resolutions. RFO and RCA monitoring.

- Competent enough to monitor the customer care and support activity.

- Second level escalation of Trouble Ticket and ensuring resolution in coordination with Stakeholders

- Interact with different department to provide resolution for chronic issue and give supporting documentation when required. Designing and implementing SIP.

- Analyzing sudden bulk dispute and escalations and provide support in resolution

- Maintaining MIS for entire customer touch points and maintain provisioning database.

- Support Evaluation of Customer Satisfaction Level periodically and maintain at required standards

- Any other job that may be required to be done from time to time w.r.t customer care

Key Performance Indicators

- Service Assurance functions and service requests completed within SLAs.

- Service improvement plans for chronic issues and proposing solutions for the same.

- Monitoring Trouble ticket (TT) resolution within SLA and escalate as appropriate

- Customer satisfaction levels via CSAT scores.

Educational / Academic Qualification Essential: B.E. / B.TECH

- Desirable: Technical Certifications – CCNA/CCVP, ITIL, PMP

- Experience (Min. years): 3 years

Other Criteria (If not addressed above) : Telecom Voice technical background is essential with Customer support experience.

Candidate Specification: Engineering graduate with 3 – 6 years experience in Telecom Voice domain with experience in Technical support, Customer Support, Service Assurance and Service Delivery.

Technical/Functional Skills: ( Use “E” to denote Essential and “D” for Desirable)

E - Technically competent in the Telecom Voice domain conversant with the technologies like NGN, VOIP, SIP and other protocols.

E - Conversant with the VOIP technologies and use of analyzing tools.

E - Excellent interpersonal and Communication Skill

E - Good analytical skill and Technical understanding

D – Project management skills

D – Customer Support function processes

Competency & Behavioral Skills: (Use “E” to denote Essential and “D” for Desirable)

E – Ability to work and get work done in a team

E – Good written and verbal Communication skills

E – Technical acumen on Telecom products.

Please send your resume to vibhraj@gmail.com