Operations Manager(Service Delivery Manager)
- Orange Business
- 10 - 17 years
- Mumbai
- 9 months ago
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Job Description
Role & responsibilities
- Manage Escalation process, including coordination of the meetings, review of escalation file content and closure.
- Manage the analysis, selection and assignment of escalated, critical and flagged accounts on a global basis.
- Experience with multi-vendor product escalations
- Co-ordination with internal Support Delivery Managers, Critical Situation Managers & Technical Support Engineers.
- Drive Asset Management & Vendor management. Timely basis reporting and cordination.
- Ensure high-quality customer service with emphasis on timely resolution and through problem definition and identification.
- Person must have exceptional writing and oral communication skills be able to synthesize complex and confusing information into crisp exec summaries for a variety of audiences.
- Should also possess good communication skills. In addition, they are responsible customer requirement.
- Ensures timely closure of escalation cases.
- Cordinated for the RCA and submit the same to the customer.
- Good Communication skills and ability to coordinate with customer stakeholders.
- Call Logging with Vendor.
- Call Monitoring & Escalation
- Contract Monitoring Hardware & Software
- Reports and MIS
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Service DeliveryRole: Service Delivery - OtherEmployement Type: Full timeContact Details:
Company: Orange BusinessLocation(s): Mumbai+ View Contact
Keyskills: IT Operations Management Service Delivery Management Infrastructure Management End User IT Asset Management Infrastructure Operations
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