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| Job Location | Kolkata |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Telecom / ISP |
| Functional Area | Customer Service (Domestic) |
| EmploymentType | Full-time |
Pre- Requisite 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 enterprise or ISP network and IT applications. 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 Responsibilities Client Services Manager Accountable for Incident Management Accountable for Change Management Accountable for New Service Order Management Accountable for Customer Reports Accountable for Customer Processes Accountable for Documentation On- boarding lead for new Customers Escalate to DPE as needed Known issues/ workaround ITIL Trend Analysis (Monthly/ Quarterly) Performance Mgmt Availability (Fault) Mgmt Capacity Mgmt Problem Management Chronic Issues and network improvements Problem Management Status Reports (projects) Root Cause Analysis (RCA) / Problem Records Project Plans (Action Logs) Reports SLA Reports (monthly) Monthly Billing Reports Systems Systems/ Tools Development Systems Integration Oversight (TT Mapping) Leverage Customer tools Meetings Weekly Internal Synch Meetings Weekly Customer Status Calls Bi- Weekly Governance Calls SLA Presentations Training and Certification Required CCNA/ CCNP/ JCNIA/ JNCIS/ CCSA/ CCSE/ CCSP/ JNCIA- FW/ JNCIA- SSL/ JNCIE/ CCIE (R&S/ SP/ Security/ Voice)/ CEH / ITIL is desirable Experience Minimum 10- 14 years of relevant experience Education Bachelor degree in related field preferred,
Keyskills :
root cause analysismobile device managementit infrastructure managementroot causeproject plansclient servicescustomer supportit infrastructureproblem managementnetwork operations