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Client Services Management

Mumbai, Maharashtra

Virtela India Pvt. Ltd

Job Description

1. PRE-REQUISITE:
Strong customer focus
Possesses strong product/technology/industry knowledge
Has led and managed a team of SMEs providing support to a global organization
Proven history of managing a large ISP network or large enterprise customer
Has developed and overseen a continuous professional development programme including a comprehensive mentoring strategy
Strong interpersonal and problem solving skills
Demonstrated ability to meet deadlines and manage execution
Willingness to travel as needed

2. RESPONSIBILITIES:
Client Services Management
Primary point of contact for existing global customers
Ensure high level of support to customer during service transition as well as service operation phase
Building rapport with customer and translating customer requirement in to business cases for project and operations team
Accountable for maintaining SLA levels of Incidents, Problems, Change management areas
Accountable for project completions with the expected quality and Service Level Agreements
Escalate effectively to attain resolution for any major operational issues
Carrier engagement/escalation for critical incident/problem escalations
Carrier engagement for regular carrier performance reviews and vendor/carrier SLA credits
Effectively communicate with customer and internal teams on challenges, options, project roll out plan and operational requirements
Present weekly/monthly/quarterly reviews create detailed presentation for all managed accounts portraying account management from delivery/operations, projects, improvement plans and recommendations
Performing documentation management on internal CMDB

Service Operations
Incident Management
Problem Management
o Chronic Issues and network improvements
o Problem Management Status Reports (projects)
o Root Cause Analysis (RCA) / Problem Records
o Project Plans (Action Log Tracking)
Change Management

Project Management
Perform Project management and transition activities
Managing, planning and prioritizing project deliverables and activities
Develop and prioritize road map for the Projects beyond the initial phases, working with Technical Leads, Architects, and Subject Matter Experts

Reporting and Trend Analysis
Creating in-scope assets reports
Performance, Availability, Capacity and Utilization trends
Monthly billing reports
Periodic Customer centric reports (Weekly, Monthly, and Quarterly)
KPI reporting
SLA reporting

Systems
Systems/Tools Development
Systems Integration Oversight
Leverage Customer tools

3. TRAINING AND CERTIFICATION
Networking, Security concepts Required
ITIL concepts Required
Project Management Fundamentals Required
PMI/ITIL Certification Optional

4. EXPERIENCE:
A minimum of 8 years of progressive experience in IT in one of the following domain
o Managed Support Services (Telecom/ISP)
o Infrastructure Management Services (Remote Monitoring and Management)
A minimum of 2 years experience in a lead service management role with Telecom/ISP

5. EDUCATION: Bachelor degree in Electronics/Computers/IT preferred

6. TECHNICAL AND OTHER SKILLS:
ITIL Service Management Certification
Great ability to develop and maintain a good relationship with all internal stakeholders
Proven capacity to anticipate and define problem resolution
Shows initiative and able to adapt
Ability to manage priorities and work under pressure.

Company Description

Virtela is the world's largest independent managed network, security, and cloud... services company. Virtela offers an award-winning suite of services - including managed networks, security, application acceleration, mobile device management and IT infrastructure management to the fastest growing mid-market and Fortune 500 companies around the world.   Read full description

Additional Information

Last updated:
13/11/2017
Job type:
Full time
Position type:
Permanent
Vacancies:
1
Minimum experience:
Between five and ten years
Education:
Compulsory Education
Category:
Jobs in Customer Service / Call Centre / Operations / Data Entry
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