Network & Svcs Operation Senior Analyst

 About The Role  

Skill required: Network Customers Operations - Customer Service Management

Designation: Network & Svcs Operation Senior Analyst

Qualifications:Any Graduation

Years of Experience:5 to 8 years

What would you do? The network, whether physical or virtual, relies on a large staff to keep it running 24x7 and it is that staff which consumes the bulk of operational budgets. Network elements are constantly changing, as are the ways each is deployed. Virtual network functions still require hardware, while routers and base stations require complex software. All of this must be maintained, updated and configured. An operators construction, maintenance, activation and trouble management functions typically include both inside and outside staff which is taken care by Work Force Management Team scheduling Technician Dispatches Good Customer Support Experience preferred with good networking knowledgeAn approach to manage organizations interaction with current and potential customers. It uses data analysis about customers history with the organization to improve business relationships with customers, specifically focusing on customer retention, enhancing customer satisfaction and ultimately driving sales growth.

What are we looking for? Ability to work well in a teamAbility to meet deadlinesProblem-solving skillsStrong analytical skills5 - 8 Years of Experience in Network Operations domain? Strong analytical and problem-solving mindset Ability to analyze and resolve business and interpersonal problems quickly and independently Ability to simplify complex tasks and drive efficiencies Excellent English speaking and writing skills is a must? Must understand customer support or operations type environment such as project coordinator, Customer service agent, technical support staff or service engineer etc? Must have worked in a ticketing systems/tool assign/Process Tickets, update tickets, escalate/follow-up, closure, feedbacks?? Excellent documentation and data entry skills. Previous experience in updating tools and data bases is an advantage

Roles and Responsibilities: This position will be the primary role to supervise a group of agents who act as a primary interface point between client and Vendors across globe in delivering Site access requests, Dispatch Technicians to site and materials receipts/shipments - Rigorously follow established processes? Team Management:? Supervise a group of agents, with the main responsibility of coaching, reporting, executing action plans, maintain utilization and day to day operational managementConducts daily and weekly meetings to share business updates, conducts RCA to identify drivers impacting performance, and works closely with QAs and Trainers to improve team performance? Monitor staff performance and complete performance reviews ? Have experience working as an Agent in same/similar workflows? Q4 management, reducing IQR along with Q1/Q2 upskilling? Stakeholder management:? Ensure regular client interactions and meaningful discussions? Participate in Weekly / Monthly / Quarterly reviews? SLA / KPI management:? Ensure achievement of KPI, SLA targets? Process Management:? Work closely with subject matter experts on escalations as well as manage the queue and productivity of their teams? Should have solid understanding of workflow, tools used for providing services Skills & competencies?
 Qualification 
Any Graduation