Job Description

Band
Location
Experience
Level
Skill Set
Compensation
Shift
B3-2
CLIENT_MUMBAI_TURBHE
8 Years+ (including 5 years of relevant experience with SDWAN)
L3
SDWAN- L3
26 LPA (Max)
24*7
Please refer the enclosed JD.

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.

Skills Required