Technical Service Manager

Margdarshak Consultants Pvt Ltd
  • Mathura
  • Confidential
  • 5-10 years
  • 28 Jul 2015

  • Operations

  • IT/ Technology - Hardware & Networking, Telecom/ Mobile Operator/ ISP/ Telecom Vendor, IT/ Technology - Data Center/ Manage Infrastructure Services
Job Description

Key Accountability:

Ensure sustenance of the services rendered to customers by representing the customers interests within the organization to mobile resources and expedite resolution of customers challenges
Own the relationship and engagement by maintaining a contact strategy aspect of account management in the set of accounts allotted; ensuring that the Customer receives the best service experience throughout the life-cycle
Monitor and measure key service performance parameters that are delivered based on customer contracts that are defined by prescribed SLAs. Liaison between the customers teams as an escalation point and the internal teams
Monitor and manage revenue leakage, billing disputes, address aging debt, service changes requested, etc., are well protected to avoid erosion of billed margin
Be the point of contact for customer related queries and drive necessary teams to fulfill the requirements
Participation as a point of contact and pilot to understand the design and know how in the project phase
Point of contact with customer and internal teams with regard to incident management, problem management, change management , escalation management, financial management, inventory management and other customer related activities that are business enablers
Co-ordination with service providers on technical related queries by the customer
Available for escalation calls and other business requirements around the clock
Participate in the project migration, transition & handover and support on call in case of emergency
Be the owner and drive the effectiveness of the virtual team comprising of, key internal departments: Sales, Service Management,
Provide, Assure, Finance and Projects to ensure alignment of priorities, activities, etc., to drive 100% customer satisfaction.
Manage and maintain technical partners and their services provided to the customer to ensure SLAs on voice related services and other technical aspects are achieved per the contract
Create & own accurate technical and business related documentation of customer related services deployed and its periodic amendments to ensure the information is flawless and can be used by the necessary teams involved including brand and customer organization
Regular meetings (not restricted to) review with on a monthly, quarterly, half yearly with customers current business issues and demands with the Senior Management of customer organization
Maintain a technical and business related Service Development/Improvement Plan, to ensure business retention. Also, responsible for identifying business opportunities by means of leads, contributing to revenue generation stream of account management.


Educational Qualifications & Working Experience:

Any degree or Diploma in Computer Science, Telecommunication, Information Technology or other IT related fields
CCNA certification or its related networking certification
Certified in ITIL
Experience in managing complex voice infrastructure is a must
Good written and spoken English
Excellent interpersonal and communication skills
Good skills in Microsoft office.

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