Enterprise Technical support Manager

Job Description

As a bold global technology leader, our products and services touch the lives of millions, as well as lending a huge helping hand to some of the country?s most crucial organisations. From contactless payments to connecting emergency services, our technology delivers some truly exciting initiatives, not to mention the incredible connections we make on a global level every single day. We rely on the brightest sparks to help us deliver new innovations. So if you believe, like we do, that technology can help us imagine, create and realise a more connected future ? then we need you to help us achieve that goal! We?re focused on building the best network, providing a knockout digital experience and giving back the very best to our customers. Not bad for a company you thought was just a mobile network provider, right? We?re here to prove we?re no one trick pony and our technology reach goes way further than you imagined. Read on to find out just how far....Enterprise Technical Support Manager has overall Telecom industry experience in Fixed Enterprise service with multiple technologies like internet services, leased lines, WDM, Security, SIPT, M2M, IPTV and IOT. Enterprise team is responsible for provisioning, configuration, incident management, change management?etc. He should have the capability to manage teams with different skillset, multiple Technologies, onboarding new products, multiple large-scale projects, Customer Communications and cross-functional teams, maintaining excellence service and maximum customer satisfaction. Define operation strategy with respect to new Enterprise services and products.With us you will:

• Manage the Enterprise team in day-to-day Operations and Activities.
• He Known as the building bridges between technology and business divisions for all Enterprise requests, Complains and new products
• Ensures that work processes are implemented as designed and comply with established standards and procedures.
• Service Management SPOC with Business/Product/CxO Teams for all new products, process enhancement, customer communication, Customer Meetings?etc.
• Hand on hand with design and product teams for On-boarding new products.
• Customer communications and meetings
• Vendor Governance meetings
• Responsible for Process validation and Enhancement. closing the gaps with all the teams in Corporate.
• Responsible for validating all the changes either from the team or from other teams (core, IP, transmission. Etc) to ensure the alignment with business and customers.
• Ensure the team is following and respect the change management process.
• Early Engagement in sophisticated deliveries with all stakeholders (Sales, Presale and Technology solution and delivery teams) to ensure the delivery is going on the right direction.
• Risk management.
• Ensure the service management team onboarded for the new products and new services.
• Incident engagement to ensure the team is meeting the SLA with all Enterprise customers.
• Handling the incidents/follow up with various teams until problem resolution within agreed SLA for all enterprise services (CI, IPVPN, EVPN, DDOS, DWDM, IOT?etc.)
• Proactive Monitoring and ensure Associated actions are proposed to resolve the alarms. Regular health checks performed to avoid uncontrolled outages.
• Contribute to the identification of opportunities for continuous improvement of processes and practices.
• Develop Complete preventive maintenance schedule, and validate reports sent by Vendor to reflect the actual performance in the monthly invoicing
• Respond quickly and effectively for all escalated Complains either from Business team or customers to Comply with and perform quality assurance programs.
• Keep manager well informed about operational and maintenance issues associated with Enterprise customers.
• Attending customer meetings and calls

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