TCL Manager Mumbai (Namrata)
TCL Manager Mumbai (Namrata)
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Job Description
Band
Location
Experience
Level
Skill Set
Compensation
Shift
B3-2
CLIENTMUMBAITURBHE
8 Years (including 5 years of relevant experience with SDWAN)
L3
SDWAN- L3
26 LPA (Max)
24*7
Please refer the enclosed JD.
Job Description
Responsible for driving and monitoring a 24x7 customer-facing team providing L1 L2 & L3 technical support in Cloud & security domain with the objective of providing timely resolution to technical issues faced by customer & ensuring a good post-sales support experience to the customer.
This is a tactical role which has a significant mid-term impact on business unit s overall results.
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 & 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 & identify root cause of the escalations.
- Identify improvement areas in terms of process people resources to avoid escalating situations & 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.
Desired Skill sets:
- 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.
Employment Type
Full Time
