Assistant Manager - Customer Service Operations (Customer Service Operations) - B3101_2

Job Family Descriptor

Experience required: - 4-5+ years exp in Enterprise Network

Purpose - Broad objective of the role

Help drive department transformation programs which may include implementing risk based auditing approaches, implementing data analytics & continuous audit, improving indicators & performance metrics, developing audit training & development, enhancing stakeholder & Audit Committee reporting and department budgeting processes. 

Support connectivity set up including provisioning, trouble shooting and continuous improvement of these processes to ensure the best client experience.

Implements a change process into the project lifecycle, implementing and controlling processes to manage change requests.

Design and document processes and procedures for application development

Follow existing processes and procedure for database development.

Work with EMs to determine technical solutions enabling ITO engagements to ensure regulatory and enterprise function compliance (risk, privacy, information security and business continuity) and GR process compliance.

Ensure the risk and compliance workbook (RACW) is completed as per expected quality for new engagements and then facilitate collaboration with project and enterprise functional teams prior to contract finalization to ensure inherent risks are documented and approved by appropriate executive levels (considering sourcing decision governance as well)

Supports the Engagement Risk and Communications Advisor with RACWs

Seek out industry trends and organization knowledge to understand alternative solutions. 

Coordinate the various departments to prepare test data and product in advance.

Operating Network - Key External

1. Should have hands on experience on Cisco 76XX and ASR9K series, Juniper and Alcatel routers.
2. Hands on troubleshooting experience in Enterprise LAN/WAN environment.
3. Knowledge of MPLS, L3VPN, L2VPN technologies.
4. Good troubleshooting skills for Internet and MPLS L3VPN enterprise connectives.
5. Technical knowledge of routing protocols (OSPF, BGP).
6. Knowledge of MPLS and QOS.
7. Should handle network related issues like Link Down, Slow Speed, Throughput, Browsing, Link flapping and packet drop.
8. Should be ready to work in 24*7 NOC environment.

Operating Network - Key Internal

1. Should have hands on experience on Cisco 76XX and ASR9K series, Juniper and Alcatel routers.
2. Hands on troubleshooting experience in Enterprise LAN/WAN environment.
3. Knowledge of MPLS, L3VPN, L2VPN technologies.
4. Good troubleshooting skills for Internet and MPLS L3VPN enterprise connectives.
5. Technical knowledge of routing protocols (OSPF, BGP).
6. Knowledge of MPLS and QOS.
7. Should handle network related issues like Link Down, Slow Speed, Throughput, Browsing, Link flapping and packet drop.
8. Should be ready to work in 24*7 NOC environment.

Minimum qualification & experience

• Graduate with 4-7 years of experience
• Certifications required by the position: CCNA, MCSE,

Other knowledge/skills

• Good knowledge on implementation, installation, integration troubleshooting and overall functionalities
• Experience in troubleshooting platform related issues, data backup, restoration, retention
• Maintains awareness of latest technologies in the domain

Key Responsibilities

• Technical administration or troubleshooting to ensure the efficient functionality of the solution.
• Incident Validation, Incident Analysis, Solution recommendation
• Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions
• Act as a point of escalation for Level-1 customer service analysts
• Coordinate with IT teams on escalations, tracking, performance issues, and outages.
• Prepare Monthly Executive Summary Reports for managed clients and continuously improve their content and presentation.
• Provide recommendations in tuning and optimization of systems, processes, procedures, and policies.
• Maintain an inventory of the procedures used by the operations team and regularly evaluate the procedures and add, remove, and update the procedures as appropriate.
• Publish weekly reports and monthly reports on customer service operations activity.