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
Apply Here