Urgent Hirings For Team leader role- Pune

Preferred candidate profile

• Experience in Provide technical support to Partners via fault tickets for voice and broadband services.
• Know how rage fault reports and ensure the ticket is assigned to the correct internal or third-party resolver group for resolution.
• Experience on Technical service deck and hands on ticketing tools
• Booking engineer appointments on behalf of the Partner for end user visits.
• Provide regular updates to Partners on faults until fault resolution.
• Manage third party resolver groups to ensure they are resolving faults within SLA.
• Escalate with third-party resolver groups if SLA breaches.
• Cross domain co-ordination- Liaising and escalating with external suppliers and other TalkTalk departments to ensure minimum disruption and downtime to customers.
• Ensuring customer satisfaction at all time.
• Quick decision making and reduce the learning curve on bespoke scenarios.
• Expected to be skilled with understanding of tests and diagnostics involved in the process to maintain the shorter SLAs involved in assurance.
• Domain knowledge will be important since the customer comms are sensitive and time impacting.
• Proactive collaboration with third party resolver groups including escalation management required to ensure speedy resolution and follow-ups to manage SLAs.
• To motivate, develop and mentor team members in a dynamically changing environment.
• Track and monitor KPIs as per Project requirement.
• Assist in scheduling and coordinating team activities.
• Answer operations related queries from the client and internal stakeholders
• Drive process performance to achieve and exceed SLA deliverable.
• To create a conducive and stimulating environment for the teams to accomplish their goals
• Manage expectations of his team members and proactively should be able to sense their needs.
• Represent the organization and participate in client visits and reviews.
• Process management-Accountable of team and process performance
• Provide inputs on process changes and best practices.
• Client management
• Insights of P&L/Revenue of the project / EBIDTA
• Project Contribution / Process improvement
• Ability to effectively communicate his/her thoughts in a well-organized manner.
• Excellent communication and Email writing skills

Work Experience

Minimum 1 year of experience as Team Lead with overall 4 to 5 years of experience in service assurance, managing service desk and well versed with ticketing tool.