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.Â
• Undertake periodic reviews of customer network performance and implement network performance measuresÂ
• 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.Â
• 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.Â

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 experienceÂ
• 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 skillsÂ
• Sharp commercial acumen with analytical and problem-solving skills
• Resilient with a go getter attitude.Â
• Collaborative with good interpersonal skillsÂ
• Proactive with an entrepreneurial mindset