Responsibilities


Implementation the CSM (Client Service Management) Organization & SAM Strategy for the Airtel Enterprise Services with the customers. 
Implementation of Network Performance Measures & Undertake Periodic Reviews of Customer network Performance.
Deliver Root cause analysis following major outage, based on data provided by the NOC and L2 operations. 
Identify and Deploy Measures to Improve Service Levels (SIP).
Develop & Nurture Relationships with relevant people at Client Organization. 
Organize a monthly service review with corporate customers, share monthly reports on outages versus SLA, network usage, capacity planning, changes, advise customers. 
Identify opportunities to shore up recurring revenue opportunities in collaboration with account manager.


Qualifications


Years of experience: 8-10 years of technical operations and Customer Facing experience.
Bachelor's degree in a management field: Master's degree will be an added advantage. 
Good knowledge of CX and Enterprise Business an added advantage.
Good Communication skills & mandatory fluency in OPCO local language.
Customer Focus and Customer first attitude.
Commercial acumen o Perseverance and go getter attitude.
Collaborative relationships building & working.
Self-Management and Personal Development.
Analytical skills – use of facts & data, problem solving/solution orientation.
Proficient in MS Office.
Understanding of Telco Products & connectivity medium (Fiber, RF, Satellite etc).
Understanding of Telco Network Operation, IPs, routing etc.
Speaking local language as well, located in-country.