Sr Manager - Customer Service Operations (Customer Service Operations) - B4101_1

Job Family Descriptor

Broad outline of the Role

• Responsible for driving and monitoring a 24x7 customer facing team providing L1, L2 and L3 technical support in Network/SDWAN/Cloud and security/Unified Collaboration/Mobility and IoT/other domains with the objective of providing timely resolution to technical issues faced by customer and ensuring a good post-sales support experience to the customer. This is a tactical role which has a significant mid-term impact on business units overall results.

Purpose - Broad objective of the role

Experience in Layer 2 and Layer 3 connectivity, fabric infrastructure, network services, automation, and orchestration
• Proficient in SDWAN & Wi-Fi.
• Experience on HP Aruba & Juniper Mist Wi-Fi will be an added advantage
• Proficient in Network security, VUTM, Access Points AC WAVE 2 & Wi-Fi 6
• Expertise in LAN security including firewalls, antivirus software, and access controls
• Deploy & administer features like WIPS, Client Match, Air slice
• Deploy & administer features like QoS, Content filtering across Layer3 & Layer7
• Design, configuration and troubleshoot various SDWAN & Wi-Fi: Meraki, Cisco, Aruba, Juniper, Versa, Fortinet
Desired Certifications: SDWAN Expert, Wi-Fi (HP Aruba, Juniper Mist, Meraki), NAC, Security

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 7-12 years of experience

Other knowledge/skills

• Excellent customer handling ability.
• Should have dealt with large team sizes.
• Experience on building process efficiency
• Expertise on implementation, installation, integration troubleshooting and overall functionalities.

Key Responsibilities

• Monitor and review resolution of customer issues by customer service operations team, analyse productivity and escalation of issues.
• Incident management - assign incident manager for critical/escalated faults, manage all customer communication, work with internal stakeholders to ensure timely fault resolution.
• Plan support needs for the customer; ensure timely execution of service acceptance function and compliance with turnaround time (SAT)
• Engage with customers, understand their expectations, gather transaction feedback, and ensure closures within the fault window.
• Monitor spikes in escalation of tickets.
• Devise mechanism to track all escalations and identify root cause of the escalations.
• Identify improvement areas in terms of process, people, resources to avoid escalating situations and implement solutions.
• Review of performance on a periodic basis and minimize recurrence of incidents basis the past trends.
• Share timely feedback with engineering team on customer experience and major issues faced by them. Identify key problem segments and plan changes on a pro-active basis.
• The role will lead a large team.

Technical Competencies

Knowledge / Skills