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Manager Client Services


Ref:  Ind-CS (Virtela Technology Services Inc.)
Location: Mumbai - India
Rate: N/A (Permanent)

Pre-Requisites

 Possesses strong product/technology/industry knowledge.
 Has led and managed a team of SMEs providing support to a global organization.
 Proven history of managing a large enterprise or ISP network and IT applications.
 Has developed and overseen a continuous professional development programme including a comprehensive mentoring strategy.
 Strong interpersonal and problem solving skills.
 Demonstrated ability to meet deadlines and manage execution.
 Willingness to travel as needed

Primary Responsibilities

 Accountable for Incident Management
 Accountable for Change Management
 Accountable for New Service Order Management
 Accountable for Customer Reports
 Accountable for Customer Processes
 Accountable for Documentation
 On-boarding lead for new Customers
 Escalate to DPE as needed
 Known issues/workaround

 ITIL Trend Analysis (Monthly/Quarterly)

 - Performance Mgmt
 - Availability (Fault) Mgmt
 - Capacity Mgmt

 Problem Management

 - Chronic Issues and network improvements
 - Problem Management Status Reports (projects)
 - Root Cause Analysis (RCA) / Problem Records
 - Project Plans (Action Logs)

 Reports

 - SLA Reports (monthly)
 - Monthly Billing Reports

 Systems

 - Systems/Tools Development
 - Systems Integration Oversight (TT Mapping)
 - Leverage Customer tools

 Meetings

 - Weekly Internal Synch Meetings
 - Weekly Customer Status Calls
 - Bi-Weekly Governance Calls
 - SLA Presentations

Trainings/Certifications Required

 CCNA/ CCNP/JCNIA/JNCIS/ CCSA/ CCSE/ CCSP/ JNCIA-FW/ JNCIA-SSL/ JNCIE/ CCIE (R&S/SP/Security/Voice)/ CEH / ITIL is desirable

Experience

 A minimum relevant experience of 10 to 14 years would be required for this position

Education

 Bachelor degree in related field preferred, or equivalent experience

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