Job Title: Assurance Shift Lead
Business: Enterprise
Function: GLOBAL SERVICE CENTRE
Sub Function: Assurance
Position Reporting to (Role): Assurance Manager
Location: Navi Mumbai, India
Role Summary :
The purpose of the position is to provide leadership and supervision for the First & Second level support teams within the Customer Service Centre The position is expected to assist the Assurance Senior Manager in ensuring the team meets all agreed SLA metrics as contracted and to minimise service impacts to customers through strict compliance with processes. A customer focus along with previous experience supervising a support team and a willingness to learn and provide team support are key attributes of this position, along with excellent written and verbal English communication skills
Duties and Responsibilities:
- Monitoring team performance to ensure compliance with process.
- Ticket Management and ensuring timely progression of faults.
- Interacting with customers and suppliers wherever required.
- Taking immediate corrective actions when required
- Achieving results through a motivated team
- Escalating issues in accordance with our procedures
- Developing and improving processes in line with products and services
Key Performance Indicators :
Manage a team to ensure that we meets contracted service levels
Ensure all staff follow agreed processes and are adequately trained
Ensure sufficient staff are available at all times to achieve stated levels of service
Foster a culture of Continuous Improvement.
Reporting on Performance
Compliance with Customer & our Processes
Ensure all Services Faults are managed in accordance with the Vanco Service Assurance Process
Ensure Managers are updated on any issues affecting compliance with process
Participate in a Continuous Improvement Culture.
Compliance with our Escalation Processes
Ensure all Services are escalated in accordance with documented procedures.
Ensure all Major Events are Identified and managed according to the documented procedures
Ensure Manager is updated on any issues affecting compliance with process
Use initiative to drive the correct outcomes in all instances.
Fault Tickets updated
Ensure all tickets assigned to your team are updated regularly.
Ensure all tickets are updated in compliance with our standards
Ensure the Assurance Manager is updated on any issues affecting compliance with process
Use initiative to drive the correct outcomes in all instances
Compliance with our Processes
Ensure tickets are closed promptly, within 30 minutes of service restoration.
Ensure tickets that are unable to be closed due to customer requirements are highlighted
Proactively detect tickets that may be closed.
Compliance with our Processes
Ensure “Brand Standards” are followed
Remain available to take calls as directed
Proactively participate in improving the customer experienceContact with Others :
Internal Communication across the business within Assurance, Service Management, Service Desk, provisioning, CRM, Implementation and documentation teams.
External Communication with carriers, equipment suppliers and third party vendors for field support.
No of people directly supervised: 10-12
Total size of the team: 20-25
Qualification & Experience :
Educational / Academic Qualification Essential: B.E/MCA
Desirable: MBA
Professional Certifications / Additional Qualification Essential: CCNA , 2 Papers of CCNP
Desirable: ITIL
Experience(Min. years) 5 years
Other Criteria(If not addressed above) Should have at least 2 years experience in WAN operations for Enterprise Networks.
Candidate Specification:
Significant experience in one of the following fields -
Network Management Centre Management
Telecommunications Service Management
Telecommunications Customer Operation
Technical/Functional Skills: ( Use "E" to denote Essential and "D" for Desirable)
Good understanding of the basic networking technologies and various Routing Protocols like BGP, OSPF, EIGRP.
Basic knowledge of various access technologies like Leased lines, MPLS circuits, ISDN, DSLs and Frame Relay.
Administration level knowledge on Cisco devices and should be able to log on to the devices and do the basic troubleshooting on faults related to Data networks.
Understanding of the various management tools used for fault management and reporting like Remedy, SMARTS, MRTG etc.
Analytical approach towards problem solving and ability to identify any problems with diagnostics done by L1 and L2 engineers and guide them.
Good communication and customer service skills and ability to handle escalations.
Having good team management skills and capable of doing performance monitoring for the team.
Competency & Behavioral Skills: ( Use "E" to denote Essential and "D" for Desirable)
Good team management skills
Motivation skills
Customer Orientation
Can perform under pressure
Decision making skills
To apply for this position, please send your updated CV tocareers@globalcloudxchange.com with “open position” in the subject line.
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