Service Manager

DUTIES AND RESPONSIBILITIES: Act as point of contact for Tier 1 Select (Top 46) customers for after-sales services which includes: Internal and external customer meetings for billing and care discussions, orchestrate and monitor service recovery/ NPS recovery. Drive end to end Service Management for Tier 1 Select customers, providing dedicated and differentiated (faster) Services. Coordinate with SST/ SRT or other resolver teams to close issues for Tier 1. Select customers with priority; Leads the daily stand-up activity with SWAT Teams. Initiate problem management based on chronic issues/ complaints/reports to trigger Service Improvement Plan Leads performance review meetings with internal and external customers, including preparation of SLA reports and deep-dive analysis of incidents. Collaboration with resolver groups to finalize Root Cause Analysis. Provide recommendations and help orchestrate to implement a solution to address customer problem and/or pain points based on a definite Timeline Proactive care for all aftersales interactions; Management of customer through regular customer checkpoints, daily to weekly case updates, account-related reports, and migration activities Informed in Disaster recovery activities Coordination with the customer and internal support teams on customer’s power-related activities Manage, organize and proactively follow up on client support tickets (questions, issues, bugs) through the use of Redmine. Identify client pain points and communicate client feedback to the engineering, product, and business development teams. Analyze support tickets to spot trends the product team can use in the future. Communicates bug fixes and trends back to the engineering and product teams; ability to connect the dots and identify major issues Works with the product team to develop a new feature based on feedback from customers. Other job-related activities that may be assigned from time to time. Related Work Experience - At least 6-10 years of working experience in IT operations experience in systems and application management At least 3 years of experience as a Service Delivery Manager or Service Manager in a medium to large scale environment At least 3 years of experience in managing IT services, customer support and related processes CMMI, WiFi Networking, Microsoft Certification, Java, SQL, Oracle, ITIL v4 Foundation certification preferred Knowledge – Knowledgeable in the following: Application Development, especially UNIX based software/applications Networking and telecommunication technologies, solutions and protocols IT operations management Change management Software Development Project Management Systems Integration and Management, (e.g. cloud services, virtualized and containerized infrastructure)