Job Description The role is responsible for managing customer queries and operations. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes. Responsibilities Taking ownership of customer issues reported, solving their problems through by providing resolution. Researching, diagnosing, troubleshooting, identifying solutions to resolve system/application issues. Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams Ensure SLA are achieved & work proactively to maintain the same. Desired Skill sets Demonstration of problem-solving skills Prior experience of providing customer service support in fast paced, high availability, 24X7 environments. Maintain awareness of latest technologies in the domain
Audit Planning and Execution: Assist in planning and executing IT/ ITGC audits to evaluate the effectiveness of IT controls. Work on audits related to IT infrastructure, applications, and data management systems and assess compliance with internal policies, external regulations, and requirements such as IFC/SOX. Identify IT risks and recommend mitigating controls. Collaboration: Work closely with IT, InfoSec (IS) and other business units to understand IT infrastructure, applications, and operations. Reporting: Document audit findings, highlighting issues, risks, and actionable recommendations. Present findings to the Senior Management. Follow-up and Monitoring: Assist with follow-ups on audit recommendations to ensure timely implementation of management s actions. Continuous Improvement: Stay abreast of emerging technologies, audit methodologies, and regulatory changes. Contribute to innovation and improvements to the IT audit process, controls and the overall Internal Audit Department. Minimum qualification & experience 3-5 years of experience in internal audit related to information technology, ITGC & process audits. Qualification CA/MBA with additional certifications like CISA/ DISA and at least 3+ years of experience in IT / ITGC audits
Job Description The role owns the design & development of solution architecture with respect to technical solution design & service design for complex solutions in Cloud & security domain with the objective of increasing revenue, profitability, and market competitive. This is a tactical role which defines the direction of new solutions, processes, standards based upon business strategy or customer need, with a significant mid-term impact on business unit overall results. Responsibilities Serve as a technical expert on solutions design, development, and implementation requirements to address business needs. Analyse the functionality and constraints of recommended solution across multiple systems/platforms/applications. Scan the technology requirements of market, participate in product development activities, represent in customer / marketing forums to increase brand awareness. Ensure compatibility, interoperability, stability, and usability of solution architecture. Design and deliver complex solutions as per customer requirements. Work with various stakeholders including sales team, products team, engineering team to jointly assess customer requirements. Support the Product team through the product development lifecycle and provide inputs on product features from a business requirements/customer perspective. Work with clients, internal stakeholders to provide integrated solution architecture across multiple products to meet the client requirements. Provide an expertise to internal teams and/or external vendors and partners to design complex solutions and ensure effective delivery of the same. Create and review architecture and solution design artifacts. Proactively provide guidance on engineering methodologies, standards, and best practices. Identify, communicate, and mitigate Risks, Assumptions, Issues and Decisions throughout complete lifecycle (Pre-sales, Delivery, Support) The role may be an individual contributor or may lead a small team. Desired Skill sets Ability to translate customer and business requirements into technical solutions. Understanding on Enterprise Architecture, business concepts, processes, and requirements Experience in creating HLD and LLD Developing creative, logical solutions and assisting in the presentation of findings and recommendations to clients Industry domain knowledge of key technology and industry trends Experience of delivering consulting assignments for customers in design/architecture area
Roles and Responsibilities Change managers are responsible for monitoring and supervising changes to business processes and systems, technology and structures within the organization and ensure that changes are implemented on time Ensure to assess and approve all type of Change request (CRs) and schedule a CAB review meeting with relevant stakeholders on all business days. Ensure that changes are recorded and evaluated, and that authorized changes are prioritized, planned, tested, implemented, documented, and reviewed in a controlled manner Authorize change requests and coordinate with the Change Advisory Board for changes presenting higher risk Ensure standardized methods and techniques are used for efficient and prompt handling of all changes to meet agreed service levels and to prevent the occurrence of any change-related incidents Ensure to prepare the Audit reports Change requests to be audited and update TSMs on the compliance adherence Thorough knowledge of, and experience in, change management principles and methodology Ensure to maintain the patching calendar for quarterly/half yearly/annually by coordinating with technical teams and customers. Ensure to send patch notification to all the customers on regular intervals. Publish pre-patch reports to customer in the event of customer acceptance for patching Schedule downtime and coordinate to ensure patching takes place within scheduled window Ensure UPS calendars are received from Datacentres with a 30-day notice with Finalize inventory for UPS activities. Receive impact analysis and go-ahead from technology teams. Communicate schedule and receive go-ahead from customers for downtime if required. DR Drill need to be coordinate and drive end to end between the Technology teams and customers Ensure 100% DR Drill successfully completion without any downtime Working times for Change Management & Planned event: 9Hours / 5 Days (all business days of the week) Requirements Good understanding of production IT Environment and IT Operations with ITIL certification. Must be curious and have a passion for solving problems Thorough knowledge of, and experience in, change management principles and methodology. Skill in business management, statistics, analytics, and spreadsheet software such as Excel. Ability to Managing the Email transaction effectively. Ability to influence others and achieve common goals. Excellent communication skills and ability to build strong relationships. Need to extend the shifts whenever support required.
Job Description Developing and deploying solutions within IT platforms based on the defined requirements and roadmap. This is an operational role, responsible for driving day-to-day operations. Responsibilities Responsibilities - Manage end to end IT Application Development Programs manage platform deployment and enhancement projects. Ensure competition of the development process, unit testing, system testing, integration testing, UAT, documentation, training, data model documents etc. Development of test cases, training materials, and other content required to ensure successful solution adoption. Assist with functional & technical platform architecture for best fit development, deployment and operations taking an overarching platform view. Working with Product Management & Product Engineering teams to ensure that the market requirements are converted into product backlogs and prioritized appropriately on a continual basis. Simplification and rationalization of the existing platform to fast-track transformation to true SaaS / Self Service / Agile platform thereby bringing simpler interfaces. Develop End-to-End Scenarios (E2E) for User Acceptance Testing (UAT) Desired Skill sets Understanding of IT systems and applications Experience of working on IT applications in a telecom and technology industry Proven experience in IT development, process transitions to IT systems
Job Description Responsible for executing customer success management strategy (customer retention, churn mitigation and driving adoption and consumption of services) by building and maintaining relationships with customers & handling escalations and special requests of customers related to aspects like performance, quality and improvements with the objective of enhancing customer experience. This is an operational role, responsible for delivering results that have direct impact on the achievement of results within the assigned account and business. Responsibilities Manage the customer life cycle customer onboarding, engagement and service adoption Work with cross functional teams- Professional Services, Product, Operations, Billing, Delivery and other teams to resolve customer business issues & delivery Manage the customer success parameters and ensure commitments agreed during the onboarding phase are being realized Manage customer feedback and product needs by providing feature requests to internal teams. Ensure that all stakeholders are involved in onboarding the customer ,order/contract are done in a timely and accurate manner, thereby ensuring timely and effective activation of services Manage customer requests- Moves, Adds, Changes and Deletes Review customer risks issues and problems with internal teams and drive timely closure Make customer specific service improvement and development plans and monitor implementation across all internal functions Track customer SLAs, customer feedback, governance meeting outcomes etc Define escalation matrix for the customers and drive customers education and adherence on it Minimum qualification & experience enterprise sales or service management experience. Desired Skill sets Account management and sales experience Demonstrable ability to create and give business & technical presentations and demos. Demonstrated experience in gathering and understanding customer business requirements.
1.Responsible for all aspects of project/program management associated with the implementation of assigned external customer-facing projects/programs and internal non-customer facing projects/programs 2.Responsible for Project scope analysis, project planning, resource management, vendor/Partner management, network deployment, migration activities, program monitor and control 3.Manage the integration of vendor/partner tasks, track, and review vendor/partner deliverables 4.Provide technical guidance to the project team, handles issues/risks and manages deliverables/timelines associated with the project and/or dependent projects 5.Primary points of contact in on-site between Customer, Field partner and offshore project team and lead cross-functional delivery teams to achieve deliverables and business benefits 6.Tracking the progress against the baseline plan and, when a problem can impact the commitments made with a customer, reporting alerts to the project organization and escalates all issues to management chain 7.Responsible for change request, planned events and manage changes and adhere to the change management system defined for the projects 8.Responsible for ensuring project requirement documentation, coordinates with respective stakeholder if process documentation is needed for specified project, creates and manages detailed project plan 9.Monitor and control the performance and quality of the project to meet the deliverables, Hold regular progress & stakeholder meetings, stage review meetings and closure meetings 10.Accountable for a successful end to end delivery of the project 11. customer relationship management-Able to understand customer requirements Builds partnership relations with support groups and customer while instilling confidence within the customer. 12.Interpersonal skills to work with other departments/subsidiaries and the clients to develop timelines for project deliverables and setting proper expectations and delivering updates on project status.
Job Description Responsible for maintenance and continual improvement of the workplace, including physical infrastructure, workplace support services. This is an operational role, responsible for delivering results that have a direct impact on the day-to-day business operations. Responsibilities Ensuring Structural repairs and Maintenance of the properties. Ensure 100 % operational uptime of Office Infrastructure (Housekeeping, Cafeteria, lifts , STP) Coordination with Govt. Authorities for permission and license - New and Renewals. Responsible for preventive maintenance of the installation and servicing of building equipment. Operational maintenance & upkeep of buildings - Planned and breakdown. Management of lease agreements - timely rental payments and renewals Asset Management and Disposal Drive key Projects such as capacity upgrade planning and execution Implementation, continuous review, and assurance of safety protocols across workplaces Incident reporting, investigation and root cause analysis Vendor management and compliance audits Ensure complicompliancendor processes and other processes defined by the Finance team. Manager escalation regarding workplace support Managing & Tracking SR to Payment with monthly MIS of expenses, Opex & Capex. Desired Skill Sets Civil & Plumbing qualification and experience. Understanding of service orientation and quality focus Facilitation skills, project management skills-designing travel systems, project implementation and monitoring Compliance & Vendor management
Job Description Responsible for all operations & trouble shooting with respect to installation support, network service configuration. This is an operational role which is responsible for delivering results that have direct impact on the achievement of results for projects undertaken as per business requirements. Responsibilities Ensure configuration task completion for Enterprise/Wholesale customers with clean deployments within the SLAs. Conduct change management, turnup and migrations requests Standard testing and troubleshooting of installs/activation post Provisioning. Validate wiring connections & schedule dispatches with field operations. Regularly participates in important projects or activities as a full contributing team member. Ensure all installation functions are performed in a timely fashion to meet agreed SLAs/KPIs Perform escalation management, wherever necessary and in case project is in jeopardy. Minimum qualification & experience Relevant experience in network infrastructure project management and on field experience Desired Skill sets Understanding of Provisioning process, Telephone, Internet, Data, Service Activation Knowledge in switch and router configuration
Job Description The role is part of the finance center of excellence and will support in any one or more areas of finance including financial reporting & compliance, taxation, and treasury. The role will support implementation of policies, standards & processes in the respective areas. This is an operational role, responsible for delivering results that have direct impact on the achievement of results within the assigned account and business. Responsibilities Within the array of activities defined below, the role holder will be responsible for activities aligned to their respective finance function (financial planning & analysis, reporting & compliance, taxation, and treasury) Accrual accounting for accurate financials. Payroll & Prepaid Accounting. Review Reconciliation Preparation of bank reconciliation and to ensure minimum open line items. Preparation and Review of monthly Intercompany reconciliations to ensure complete and correct accounting in all entities. Preparation of monthly profit & loss account and variance analysis reporting for the management. Preparation of monthly financial statement of the local entities as per the Local Gaap of respective country. Open item clearing of all General Ledger accounts in SAP to maintain Hygiene of books of account. Issue of Debit notes for all Intercompany transactions and ensuring regular settlement. Foreign exchange revaluation and analysis of foreign exchange gain/(loss). Liaison with Statutory Auditors of the respective entity. Ensure timely closer of Audit reports for respective entity. Preparation of audit on quarterly basis. Preparation of Balance sheet and schedules. Support internal and external audits, proving audit requirement and resolving all queries of the auditors with respect to each entity. Preparation of Tax Audit working, verification of Form DPT3 and XBRL to support the Tax team and Secretarial team. Prepare standard, ad hoc reporting and key performance indicators (KPIs) each period for the business and finance management for Work on Quarterly and Monthly Financial Review related inputs Minimum qualification & experience - Chartered Accountant experience in Finance- 0 to 2 Years Desired Skill sets Exceptional knowledge of Advanced Excel. SAP exposure required. Familiarity with finance and statistical analysis software Understanding of financial and accounting principles Understanding across finance domains (taxation, treasury etc)
Job Description The role is responsible for managing customer queries and operations. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes. Responsibilities Taking ownership of customer issues reported, solving their problems through by providing resolution. Researching, diagnosing, troubleshooting, identifying solutions to resolve system/application issues. Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams Ensure SLA are achieved & work proactively to maintain the same. Desired Skill sets Demonstration of problem-solving skills Prior experience of providing customer service support in fast paced, high availability, 24X7 environments. Maintain awareness of latest technologies in the domain
Job Description: Overview: This role offers a dynamic blend of challenge and reward, providing individual flexibility to contribute to infrastructure initiatives across both on-premises and cloud environments. The successful candidate will drive planning, implementation, and support efforts for various service teams. Responsibilities: Design, and evolve infrastructure solutions across production and lab environments Product Life-Cycle Management and evolution of platforms on-prem and cloud native. Anticipate, mitigate, identify, troubleshoot, and resolve hardware and software problems on-prem and cloud computing partners. Liaise with product and engineering teams to create best suited architecture for the given requirement Interact with OEM / Vendors for solution delivery. Test and Validate hardware improvements, upgrades, patches, reconfigurations. Evolve personal skill sets by way of training, certifications, conferences, etc. Lead documentation and diagrams are key areas of the role and require a detailed oriented person Assist and/or lead with evaluations and vendor proof of concept (PoC) testing. Assist and/or contribute to road map, product life cycles, critical production support. Position Requirements: BS/MS in Computer Science, Computer Engineering, or Electrical Engineering is desirable Minimum 5+ Years working in Telecommunications or IT engineering roles Experience with On-Prem Infrastructure rack or compossible blade solution Experience or understanding of Cloud Solution NFVI AWS or Azure. Proficient understanding of Linux operating systems RH or other distribution. Security knowledge or Certification Training a Plus. Experience or General Understanding in Voice, video, and message Telecommunications services. Ability to execute a Plan and action items on key Projects or POC MS Office, MS Visio, MS Project, etc. Excellent communication and customer presentation skills Ability to recognize, analyses, and effectively solve problems in a timely and organized manner using industry best practices and procedures. Resolve hardware, operational, infrastructure within services platform switch and routing infrastructure.
Job Description SR Team Member Background Engineering Graduate Civil Year of experience 8 to 10 Year experience in engineering, Facility operations including Repair and maintenance, Safety, Sustainability, compliance, relevant experience to fulfil below KRA, STP Operation , Governance , project Management, Vendor management , Budget , Process documents , MIS, Landscaping Skill Set - ISO45001, ISO 14001, ISO 27001, TL 9000, ISO14001 Audits, Safety, Sustainability, compliance, Project, General Administration. The Sr Team Member - Facilities (Technical and Soft Services) will be responsible for managing day-to-day operations related to soft services at Pune facility. The candidate will oversee R&M , MIS , client visits, space management, vendor operations, audits, and ensure adherence to safety and compliance protocols. The role also includes coordination with cross-functional teams and leadership on administrative and infrastructure-related projects Key Responsibilities: Facility & R&M Supervise space planning and office utilization Coordinate Facility Operations (FO) support and infrastructure maintenance Analysing, monitoring, supervision, control on TFM partner Performance analysis TFM partner on R&M perspective (Reviews all SLA/KPI scorecards ) Analysing, monitoring, supervision, control on R&M Vendor, Commercial matter Coordination with TCL SCM for including SR, PR, obtaining vendor quotation, technical evaluation. Coordination with SCM on behalf of TCL Safety check, compliance, BU check of TFM on behalf of TCL Analysing, monitoring, supervision, control on documentation maintain by TFM Analysing, monitoring, supervision, control of R&M operation at Dighi & POP loaction Site visit at TCL POP location Arvi R&M. (Frequency will be set by TCL ) MIS & Reporting - Generate daily/weekly/monthly MIS reports (e.g., water consumption, maintenance). Participate in regular facility review meetings. Prepare AOP and support data justification for procurement plans Validate BOQ shared by TFM, prepare estimate, plan & modification & float inquiry with vendor for TFM out of scope, prepare synopsis, approval, & follow up with SCM for PO, technical evaluation , resolve query if any. Vendor Management- Validating Estimate, prepare synopsis, Processing SR to PO & follow up with SCM for PO, resolve query if any, Validating Estimate, Execution of project with daily monitoring, Validate measurements, Quality, Invoice Processing and payment release with NDC Tracking, monitoring, supervision on all R&M activities from ticket, review of ticket with TFM , approval Authorization of vendor invoice & work completion certificate Tracking, monitoring, supervision on project (Project life cycle) ROW SPOC for Safety & Compliance Checks Tracking invoices for ROW location for timely payments Tracking implementation of 52-week Preventive Maintenance Calendar. Analysing, monitoring, supervision, control on sustainability & Environment Monthly MIS, water Saving project Supervision & monitoring of operation of STP & OWC Plant Audit & Legal Compliance - Serve as auditee for internal and external audits ( Analysing, monitoring, supervision, control on Audit documentation - ISO45001, ISO 27001, TL 9000, ISO14001 Audits. ) Maintain statutory licenses and ensure 100% compliance (EOHS/Enforce Tool/Aparajita) Prepare and maintain necessary audit documentation Tracking of all Capex and R&M expenses to provide monthly analysis of Spend to Projection - Plan V/s Actual. Annual renewal of R&M AMC & ARC at Dighi Regular and consistent connect with TCL Key stakeholder to align with their objectives. Facility Round at Dighi to check the operational efficiency Collaborate with Sourcing manager on all supplier related performance and contract matters. Supporting in budgeting and monthly financial review and reporting where applicable. Collating of STT Monthly water Chargeback from all collocated sites at a Pan India Level. Ensuring effective implementation of company Health, Safety, and Environment policies, procedures, regulations, and objectives, liaising with government authorities such as MPCB and MIDC, and maintaining audit management documentation for ISO standards, reflecting a commitment to regulatory compliance and environmental sustainability including information security standards (ISO 27001), BCMS (ISO 22301), OH&S (ISO 45001), EMS (ISO14001) & QMS (ISO 9001). Compliance Maintain and renew applicable licenses/permits, as per statutory / legal compliance for the campus, offices & ensure service partners are compliant, to ensure 100% timely compliance as per the applicable laws/legislations. WSS Statuary Compliance MIS, SOP (Process documents) Preparation, Review on quarterly basis. Responsible for Campus Horticulture Customer Experience & Internal Collaboration - Ensure high levels of customer satisfaction through service excellence Collaborate with internal teams and leadership on office events and key initiatives Continuously monitor and improve service delivery metrics Key Skills Required: Facility Management & Administration Strong in Audit Management Vendor & Staff Management Leadership & People Development Safety & Compliance Knowledge Project Execution & Budgeting Excellent Communication & Interpersonal Skills Proficiency in Facility Management Software MS Office, Autocad & SAP is mandatory
Job Description The role is responsible for managing customer queries and operations. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes. Responsibilities Taking ownership of customer issues reported, solving their problems through by providing resolution. Researching, diagnosing, troubleshooting, identifying solutions to resolve system/application issues. Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams Ensure SLA are achieved & work proactively to maintain the same. Desired Skill sets Demonstration of problem-solving skills Prior experience of providing customer service support in fast paced, high availability, 24X7 environments. Maintain awareness of latest technologies in the domain
Job Description Job Purpose To ensure timely collection of outstanding payments from customers, maintain healthy receivables, reduce overdue debts, and support the credit control process to maintain a positive cash flow. Key Responsibilities Follow up with customers through calls, emails, and visits for outstanding payments. Monitor accounts to identify overdue payments and initiate collection efforts. Coordinate with the sales, billing, and credit control teams to resolve disputes or discrepancies in invoices. Share periodic reminders and dunning notices to customers as per credit policy. Negotiate and finalize payment plans with customers wherever required. Maintain accurate records of collection activities, communications, and commitments. Prepare and submit daily/weekly/monthly collection status reports to management. Minimum qualification & experience : Graduate with minimum 2 Years of experience Desired Skill sets Basic knowledge of Excel & MS Word & S4H
The role is responsible for driving deeper and wider customer engagements within the Unified Communication & Collaboration (UCC) domain, with the objective of identifying and developing growth opportunities. This position requires building trusted client relationships, understanding customer requirements, and helping them solve critical business challenges. It is a tactical role that contributes to defining operating plans based on business strategy, significantly impacting the mid-term business results. Key Responsibilities: Strategy & Business Development: Develop and execute the growth strategy and go-to-market (GTM) strategy for the assigned product portfolio in the region. Recognize high-potential customers and build long-term alliances to drive revenue growth. Customer Engagement & Solutioning: Understand and analyze client requirements to determine the best solution fit and create a compelling business proposition . Lead technical discussions with clients alongside the technical architect team . Provide strategic insights to internal stakeholders (Solutions, SME, Product teams) to enhance proposals. Revenue & Pipeline Management: Drive pipeline growth and deliver revenue targets through proactive business development efforts. Lead client negotiations , manage deal progression , and ensure seamless closure by aligning cross-functional teams (BD, Bid Management, Solutions, Legal, Commercial, etc.). Identify internal bottlenecks in product & solution teams and facilitate periodic bid calls between Sales, Legal, Commercial, Solution, and Product teams to accelerate key opportunities and drive faster closures. Qualifications & Experience: Enterprise sales experience in technology services. Experience working with telecom, hardware, software, applications, or cloud services in an account management capacity. Desired Skill Set: Proven ability to combine business acumen with technology knowledge to align customer challenges with technology solutions. Strong understanding of enterprise networking trends and the competitive landscape within which Tata Communications operates. Excellent communication and collaboration skills , including relationship building, negotiation, organizational, and presentation abilities . Ability to influence without authority and drive alignment across teams.
Job Description Responsible for software development projects involving design, development, testing, debugging and implementation of software applications and source code to support end users needs. This is an operational role, responsible for driving day-to-day operations. Responsibilities Participate in designing discussions, planning meetings. Developing the new application/software based on the business requirements. Translating designs into high quality code at all levels of SDLC Involve in defining infrastructure and deployment requirements. Build and maintain operational tools for testing, deployment, monitoring, and analysis. Integrate software components and third-party programs. Develop, test, troubleshoot, debug and upgrade software across a wide array of services and functional areas. Create technical documentation for reference and reporting. Involve with Product Owners and teams in story grooming, backlog maintenance and prioritization and planning. Prepare Test Strategies and Test Design Identify tools and approach for automated testing. Generate Test reports and based on the features, modules, severity, and releases based. Desired Skill sets Expert code/test case writing skills Ability to develop unit testing of code components or complete applications. Understand concepts of software engineering. Experience with software design, coding, testing and development. Knowledge and/or experience in scrum/Agile techniques
Job Description Drive sales of new and existing accounts by adding new revenue streams, acquiring new logos or through deep product penetration for the existing set of accounts. This implies complete ownership for driving new order booking (OB) and existing revenue, for the business or the assigned set of accounts. The role is responsible to drive achievement of sales targets (OB and revenue) through sales planning, prospecting, relationship building, opportunity identification, qualification, deal pursuit and closures. This is a tactical role which contributes in defining the direction of the operating plans based on the business strategy, with a significant mid-term impact on business unit overall results. Responsibilities Analysing the business potential, building the sales plan and strategies to grow existing business, develop new revenue streams and acquire new logos. Building key stakeholder relationships, multi-function and multi-level connects with decision makers, influencers, and executive sponsors within the accounts/partner organization. Building sales pipeline and manage sales projections and revenue forecasts. Engaging with key customers to understand their requirements and own the fulfilment throughout the sale cycle. Building account ownership through understanding of customers strategic objectives, business requirements, operational challenges, buying decisions, contractual process, internal dynamics and manage key stakeholder expectations. Internally driving cross-functional teams such as technical Solutions, bids and commercial, finance, products, service delivery and operations The role may be an individual contributor or may lead a small team. Minimum qualification & experience Enterprise sales experience. Should have worked with technology services companies (telecom, hardware, software, applications, cloud services) in account management role. Desired Skill sets Experience in sales motion cadence associated with forecasting, SFDC management, pipeline/funnel build Extensive experience in building executive relationships with key customer stakeholders. Expertise in drafting a Go to market plan/ customer acquisition strategy.
Job Description The role is responsible for managing customer queries and operations. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes. Responsibilities Taking ownership of customer issues reported, solving their problems through by providing resolution. Researching, diagnosing, troubleshooting, identifying solutions to resolve system/application issues. Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams Ensure SLA are achieved & work proactively to maintain the same. Desired Skill sets Demonstration of problem-solving skills Prior experience of providing customer service support in fast paced, high availability, 24X7 environments. Maintain awareness of latest technologies in the domain
Job Description Responsible for managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in Cloud & Security domain. The role acts as a conduit between customers and other teams such as engineering, architecture etc. for any issue resolution. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles. Responsibilities Technical administration or troubleshooting to ensure the efficient functionality of the solution. Incident Validation, Incident Analysis, Solution recommendation Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions Act as a point of escalation for Level-1 customer service analysts Coordinate with IT teams on escalations, tracking, performance issues, and outages. Prepare Monthly Executive Summary Reports for managed clients and continuously improve their content and presentation. Provide recommendations in tuning and optimization of systems, processes, procedures, and policies. Maintain an inventory of the procedures used by the operations team and regularly evaluate the procedures and add, remove, and update the procedures as appropriate. Publish weekly reports and monthly reports on customer service operations activity. Desired Skill sets Good knowledge on implementation, installation, integration troubleshooting and overall functionalities Experience in troubleshooting platform related issues, data backup, restoration, retention Maintains awareness of latest technologies in the domain