Service Manager

DUTIES AND RESPONSIBILITIES:

• Act as point of contact for Tier 1 Select (Top 46) customers for after-sales services which includes: Internal and external   customer meetings for billing and care discussions, orchestrate and monitor service recovery/ NPS recovery.

• Drive end to end Service Management for Tier 1 Select customers, providing dedicated and differentiated (faster) Services.

• Coordinate with SST/ SRT or other resolver teams to close issues for Tier 1.

• Select customers with priority; Leads the daily stand-up activity with SWAT Teams.

• Initiate problem management based on chronic issues/ complaints/reports to trigger Service Improvement Plan

• Leads performance review meetings with internal and external customers, including preparation of SLA reports and  deep-dive analysis of incidents.

• Collaboration with resolver groups to finalize Root Cause Analysis.

• Provide recommendations and help orchestrate to implement a solution to address customer problem and/or pain points based on a definite Timeline

• Proactive care for all aftersales interactions; Management of customer through regular customer checkpoints, daily to weekly case updates, account-related reports, and migration activities

• Informed in Disaster recovery activities

• Coordination with the customer and internal support teams on customer’s power-related activities

• Manage, organize and proactively follow up on client support tickets (questions, issues, bugs) through the use of  Redmine.

• Identify client pain points and communicate client feedback to the engineering, product, and business development teams.

• Analyze support tickets to spot trends the product team can use in the future.

• Communicates bug fixes and trends back to the engineering and product teams; ability to connect the dots and identify  major issues

• Works with the product team to develop a new feature based on feedback from customers.

• Other job-related activities that may be assigned from time to time.

• Related Work Experience - At least 6-10 years of working experience in IT operations experience in systems and application management

  • At least 3  years of experience as a Service Delivery Manager or Service Manager in a medium to large scale environment
  • At least 3 years of experience in managing IT services,  customer support and related processes
  • CMMI, WiFi Networking, Microsoft Certification, Java, SQL, Oracle, ITIL v4 Foundation certification preferred

• Knowledge –   Knowledgeable in the following:

  • Application Development, especially UNIX based software/applications
  • Networking and telecommunication technologies, solutions and protocols
  • IT operations management
  • Change management
  • Software Development
  • Project Management
  • Systems Integration and Management, (e.g. cloud services, virtualized and containerized infrastructure)