Customer Service Manager
Full-time
IntelliStaff
Duties and Responsibilities Service Level Management:
Minimum Requirements
- Ensure overall services are delivered within SLA
- Identify issues and initiate SIP’s proactively together with problem management processes across internal teams and external suppliers
- Monitor incident management process in NOC.
- Handle escalated incidents via ITSM platform and reporting tools.
- Track incidents that are at risk of breaching SLA
- Provide Customers incident report following incidents
- Coordinate crisis incidents with NOC/ Global Operations and Infrastructure teams until resolution
- Manage all change requests i.e., log changes, planning, progress, escalations etc.
- Ensure change control - CAB
- Conduct Customer monthly reviews and identify opportunities for improvement
- Compile required reports and documentation
- Participate in project scoping (technical and service management)
- Work with Sales and Operations to collate and update customer inventory of all customer assets, configuration and topologies
Minimum Requirements
- At least 5-10 years in a customer facing position within the IT industry, minimum of 3-5 years in a similar management role
- Engineering / Computer Science / Information systems degree or equivalent experience advantageous
- ITIL Foundation level essential / Lean Sigma
- Customer Service / Relationship Management – advantageous
- Experience with heterogenous complex Enterprise client environments
- Project Management experience preferable
- Track record of delivering services and solutions in complex Telco environments
- Prepared to work overtime and flexible working hours
- Willing to travel locally and internationally
- Must have own transport
- Valid passport
- Network topology and architecture experience:
- Knowledge of Cisco networks (troubleshooting and analysis) - MPLS, VPN, Routing, LAN, Switching
- Knowledge of general network products i.e., shaping, compression, acceleration etc.
- Knowledge of SDWAN/ Cloud / Security
- Excellent Word, PowerPoint and Excel skills
Vacancy posted 5 hours ago
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