Responsibilities
- The role holder duties will include but not limited to:
- Actively participate in the implementation of the CSM (Client Service Management) organization and the Service Account Management strategy for Airtel Business Services.
- Undertake periodic reviews of customer network performance and implement network performance measures
- Deliver root cause analysis for major outages based on data provided by Network operations and L2 operations.
- Identify and deploy measures to improve service levels
- Develop and nurture relationships with relevant people at the Customer’s Organization.
- Organize a monthly service review with corporate customers, share monthly reports on outages versus SLA, network usage, capacity planning, changes, advise customers.
- Identify opportunities to shore up recurring revenue opportunities in collaboration with respective account managers
- Develop and drive service improvement plans (SIP) to address chronic faults
- Deliver customer Service Level Agreement (SLA) reports with the support of the Network Operations Centre and network team
- Develop customer operations guide and maintain customer network documentation
- Organize monthly service review meetings, share monthly reports on outages against Service level agreements, service credits reconciliation, network usage, changes, capacity planning and recommendations
- Notify customers about scheduled network maintenance works.
Qualifications
Qualifications, Competencies and Behaviors required:
- Undergraduate degree in a business-related field with at least 3-5 years of technical operations and Customer Facing work experience
- Working knowledge of telco connectivity medium e.g. Fiber, RF, Satellite etc and understanding of Telco Network Operation, IPs, routing etc
- Customer centric with good communication skills
- Sharp commercial acumen with analytical and problem-solving skills
- Resilient with a go getter attitude.
- Collaborative with good interpersonal skills
- Proactive with an entrepreneurial mindset