Lead and influence all Global Services functions including technical support, dedicated customer resources and project delivery teams, including professional development and day to day Manage all customer SLAs associated with India Customer Delivery
Schedule regular customer steering committee meetings to review operational performance and ensure appropriate cadence of communication to ensure customer satisfaction
Managing customer escalation both technically and politically. Manage the escalation process to ensure appropriate service level coverage, as well as providing ongoing, timely updates to organization and customer(s).
Ensure customer satisfaction both internal and external
Monitor the country support team to ensure day to day goals are being met.
Works closely with internal cross-functional Team Leaders to ensure cross departmental procedures are met.
Analyzes and evaluates service reports and makes recommendations to reduce time to resolve and incoming support rates.
Ensure direct reports use best practices/processes to ensure departmental objectives are being met.
Evaluate employee performance and set goals for future advancement by providing continued training, coaching, and career path mentoring.
Develop, coordinate, and deliver Customer monthly, quarterly, and yearly business reviews presenting KPIs.
Assist with interviewing new team members or replacement staff.
Keen understanding of the commercial contracts for the Customers to which he/she supports.
10+ years applicable industry experience telecommunications, DPI Packet Core, data networking, operation support systems.
Experience as a manager in a technical support environment
Experience working in a Network Operations Center for telecommunications
Experience training individuals in a technical support environment
Experience managing and performing to contractual Service Level Agreements
Strong customer service skills - experience in a customer facing role; ability to manage relationships and escalations with customers
Ability to manage and negotiate at all levels of management including internal and external executive levels
Excellent written and verbal communications, listening, negotiation skills
Salesforce experience an asset