Assistant Manager - Customer Service Operations (Customer Service Operations) - B3201_2

Job Functions

• Should be able to handle Solution & Product level calls to support customer asks.
• Technically suitable for traditional IP services and SDWAN
• Hands on experience on routers, switches, SDWAN devices.
• Leading & grooming team for new products, services to keep up the industry benchmark.
• Working as technical expert on solutions design and implementation to address business needs of customer services including IP, SDWAN.
• Understanding of Change Architecture, Process flow & Quality Assurance.
• Understanding of Organisational Service Delivery Day0,1,2 cycles for effective communication & handhold.
• Engagement with internal cross functional teams as & when needed.

Requisite Skills:

6+ years of experience in network domain; preferably for a service provider

•            Excellent oral and written communication skills

•            Professional level understanding and experience on the routing & switching technologies

•            Sound knowledge on MPLS

•            Understanding and hands on experience on SDWAN deployment & support

•            CCNP or equivalent certification

•            Ability to communicate effectively and build relationships with customers and cross functional teams

•            Team player with good listening skills

•            Very Strong customer focus and handling

•            Pays attention to details, has rigorous coordination skills and is result focused

•            Should be able to work effectively under pressure

•            Proficient with Microsoft Office Suite

•            Very good aptitude for problem solving and good analysis skills

•            Has ability to learn new technologies & concepts and has capacity to take initiatives

Purpose - Broad objective of the role

Operating Network - Key External

Operating Network - Key Internal

Size and Scope of Role - Financial

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Size and Scope of Role - Other size parameters

Minimum qualification & experience

• Graduate with 4-7 years of experience

Technical Competencies

Knowledge / Skills