Responsibilities


The role holder duties will include but not limited to:
Actively participate in the implementation of the CSM (Client Service Management) organization and the Service Account Management strategy for Airtel Business Services. 
Undertake periodic reviews of customer network performance and implement network performance measures 
Deliver root cause analysis for major outages based on data provided by Network operations and L2 operations.
Identify and deploy measures to improve service levels
Develop and nurture relationships with relevant people at the Customer’s 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 respective account managers
Develop and drive service improvement plans (SIP) to address chronic faults
Deliver customer Service Level Agreement (SLA) reports with the support of the Network Operations Centre and network team
Develop customer operations guide and maintain customer network documentation
Organize monthly service review meetings, share monthly reports on outages against Service level agreements, service credits reconciliation, network usage, changes, capacity planning and recommendations
Notify customers about scheduled network maintenance works. 


Qualifications

Qualifications, Competencies and Behaviors required:


Undergraduate degree in a business-related field with at least 3-5 years of technical operations and Customer Facing work experience 
Working knowledge of telco connectivity medium e.g. Fiber, RF, Satellite etc and understanding of Telco Network Operation, IPs, routing etc
Customer centric with good communication skills 
Sharp commercial acumen with analytical and problem-solving skills
Resilient with a go getter attitude. 
Collaborative with good interpersonal skills 
Proactive with an entrepreneurial mindset