Job Description:Perform the roles of MoD (Manager On Duty) for shift on rotational basis Verify and validate the TL tasks Develop and administer the continuous skill verification process Track and monitor team performances Responsible for Schedule Adherence Issue Tracking and Resolution Increase employee satisfaction and retention of employees Ensure productivity levels are maintained as assigned of all Executives on the parameters of quality as well as quantity Understand Service Level Agreements of clients and ensure guidelines are met Ensure the reports as specified are generated Undertake Pre-sales research as and when required Monitor Executives performance and identify training requirements Implement and monitor quality measures Handle staff issues Provide all the necessary information to the team to carry out their job effectively through daily briefings High Level Tasks: Maintain Customer Engagement through the life of the Customer Request from initiation through to closure Successfully identify the customers requirements Interpret Customer Contracts to ensure services are billed correctly Provision the appropriate orders through Client Business Network Provisioning or through other Carrier Provisioning systems (including Design and Commercial Preparation activities as required) Manage Client internal workgroups to deliver to customer or Client project schedules, involving multiple sites, services or a level of complexity requiring project-based coordination. Manage external Vendors to achieve completion within required timeframes Handover to internal operational groups to ensure seamless Customer Support for New Customer or New LoB.

Desired Candidate ProfileQualifications: Tertiary qualification and or previous international Service Desk experience will be required. However Client may review this inline with market trends. 3-5 years demonstrated experience working in a similar industry (i.e. telecommunications or information technology) or competency Skills & Knowledge: Thorough understanding of Customer support & delivery principles supported by experience within a Call Centre, Service Desk and Asset Management operations (or similar environment) Thorough understanding of Customer Request management and experience delivering within Customer Service Levels Thorough understanding of Client voice/data products, including business rules to provision. Thorough understanding of Services and Customer Premise Equipment delivered by Third Party Providers and how these integrate with Carriage Services Excellent written and verbal communication skills with experience applying these skills to engage professionally with the Customer, Vendors and internal Client workgroups. Understands the requirement to deliver to Customer within agreed timeframes (or Contract Service Levels) and has experience co-ordinating own workload in conjunction with work from other groups to achieve required outcomes Understands the benefits of working systematically to identify root causes, anticipate implications and resolve problems and has experience working in this environment Understands the importance of issue management and can demonstrate ability to escalate issues at the right time, along with initial assessments and suggested resolutions Proven ability to quickly absorb new information about telecommunications offerings and provisioning processes and apply to on the job activities Proactive in the establishment of professional relationships at appropriate levels of the customer structure and within Client. Ability to recognize the Commercial impact of a situation and to consider both the Customer and Commercial requirements in decision making High level of spoken and written English

Experience Required: 8 to 13

Education Required: (UG - Any Graduate - Any Specialization) OR (PG - Any PG Course - Any Specialization, Post Graduation Not Required)