Job Position : Sr. Lead - Unify - Supervisor

Job Description :

Responsible for the quality of service delivered to the customer and adherence to SLAs
•Develop and maintain Customer, service management and SLA culture
•Manage a 24x7 team of 10 Customer Service Engineers (presence, performance, communication, teamwork, training plans, induction)
•Train SOC engineers (technical, work practices, procedures), organise ticket reviews
•Coordinate all activities on a daily basis and along the day (tickets queues, escalations, communication to customers)
•Act as 1st level of managerial escalation, and as Incident Manager
•Provide reporting such as incident reports, detailed analysis, weekly statistics
•Escalate to suppliers and internal groups, and report on their performance
•Manage interlock with other department
•Prepare/maintain documentation (how-to’s, working procedures)
•Ensure continuous improvement
•Participate to tools evolution (suggest improvements, write specifications, tests)
•Cover shift in case of necessity

Skills
•8-10 years experience preferably for a telecom service provider; minimum 5 years in a similar role
•Languages: fluent English is mandatory
•Ability to drive resolution in the appropriate manner
•Understanding of IP at CCNP level (certificate not required)
•Solid understanding of VPN (IPSEC, DMVPN, MPLS, Radius
•TACACS), QoS, routing protocols OSPF/BGP
•Good knowledge of layer 1/2 protocols (ATM, xDSL, Ethernet, leased lines, wireless)
•Understanding of security, firewall, proxy is a plus
•Knowledge of a process framework (e.g. eTOM, ITIL); good redaction skills
•Strong customer focus
•Pay attention to details, rigorous
•Excellent oral and written communication skills, team player, good listening skills
•Coordination skills and result focused, requires push and escalate
•Work effectively under pressure
•Proficient with Microsoft Office Suite
•Very good aptitude for problem solving and good analysis skills

Qualifications
•Bachelors Degree in Electrical, Electronics, Telecommunications

Company Name : Client of Symmetrical

Location : Pune

Job Code : HR/SGS/224

Experience : 8

Job Salary

Last Date To Apply : 30.7.2014

Posted on : 11.6.2014