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Customer Services Manager

Mumbai, MH
Job Code:
  • IT
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Job Details

Strong communication and presentation skills.Strong experience with Linux/Unix Administration.Server management experience.Experience in server Virtualization techniques required (VMware / Xen / KVM).Experience in operating systems (Windows, Linux), network basics, SAN network and disk array devices.Experience with server security, upgrades and deployment of security and operating system patches.Experience in one or more scripting languages desired.Good analytical, troubleshooting and problem-solving skills.Ability to handle and manage multiple requirements and projects with minimal oversight.Ability to effectively present information, write case studies and solve practical problems of customer and internal Sales team.Bachelors degree and 5+ years experience (or equivalent).ResponsibilitiesPre-RequisitePossesses strong product/technology/industry knowledge.Has led and managed a team of SMEs providing support to a global organization.Proven history of managing a large enterprise or ISP network and IT applications.Has developed and overseen a continuous professional development programme including a comprehensive mentoring strategy.Strong interpersonal and problem solving skills.Demonstrated ability to meet deadlines and manage execution.Willingness to travel as neededResponsibilitiesClient Services ManagerAccountable for Incident ManagementAccountable for Change ManagementAccountable for New Service Order ManagementAccountable for Customer ReportsAccountable for Customer ProcessesAccountable for DocumentationOn-boarding lead for new CustomersEscalate to DPE as neededKnown issues/workaroundITIL Trend Analysis (Monthly/Quarterly)Performance MgmtAvailability (Fault) MgmtCapacity MgmtProblem ManagementChronic Issues and network improvementsProblem Management Status Reports (projects)Root Cause Analysis (RCA) / Problem RecordsProject Plans (Action Logs)ReportsSLA Reports (monthly)Monthly Billing ReportsSystemsSystems/Tools DevelopmentSystems Integration Oversight (TT Mapping)Leverage Customer toolsMeetingsWeekly Internal Synch MeetingsWeekly Customer Status CallsBi-Weekly Governance CallsSLA Presentations
Degree: MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering)

Experience: 10-14


Application Programming | Database Administration (DBA) | Network Administration | Systems Programming
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