1. Definition and delivery of the company's technologies strategy to ensure an exceptional level of service is experience at all times.
2. Overall provision of professional and effective services to all customers, to meet or exceed customer expectations, particularly in terms of quality and timeliness, in line with departmental standards, procedures and guidelines.
3. Consolidating, Identifying and constantly developing Technology, policies and standards, ensuring implementation of best practice in support management through continuous assessment, communicating process and product recommendations to relevant departments, actively looking for process enhancements and quality improvements and resulting in world class response resolution and closure times.
4. Implementation of a live Dashboard within the support offices, showing all technology performance parameters and ensure SLAs are not being breached.
5. Establishing, implementing and reporting on metrics for the team based on various KPIs
6. Tracking and analyzing trends and generating statistical reports.
7. Ensuring SLA's and KPI's are met and where possible exceeded. Ensuring ACT's Customer Experience is of the highest standard at all times
8. Analyzing performance of Technology Activities and documented resolutions, identifying problem areas, devising and delivering solutions to enhance quality of service to prevent future problems.
9. Ensuring that the Support team monitors and test fixes to ensure problems have been adequately resolved.
10. Act as escalation point for support that have exceeded service levels.
11. Identifying, recommending, developing, and implementing training programs and Master classes.
12. Building and maintaining effective internal relationships and communications.
13. Ensuring operational excellence, process effectiveness and driving the right business behaviors and results.
14. Ensuring all Technology and Network records are maintained and updated in accordance with TRAI regulations and that accurate record of discussions or correspondence with customers within the company and database are maintained.
15. Ensuring that any customer complaints or any crises are dealt with promptly and efficiently and that management colleagues are kept informed in a timely manner.
16. Providing regular reports to the senior management team relating to departmental performance statistics against standards to determine and improve the level of customer service provided by the organization to our customers.
17. Effectively implement the identified and created SOP's, and in parallel work on new SOP's to meet the needs of a fast changing service environment.
18. Set up and professionalize the customer support desk for Enterprise Business
19. Ensure all TRAI QOS parameters related to technology are meet and continuously improved.
20. Continuous Technology Innovation to ensure customer delight and business objectives.
21. Ensure continual improvement to all technology operations parameters like network Uptime, Application uptime, Customer uptime and MTTR.
22. Introduce New Technologies to automate operational process.
23. Ensures all Customer Satisfaction parameters of broadband service is continuously improved.
24. Ensure Network and application security, scalability, availability, reliability parameters are meet and continuously improved.