service manager

Business Environment :

A leading international communications enabler, one of the key global voice carriers and the leading provider of mobile data services worldwide.

Job Summary :

• Steering managed services alongside overseeing the Roaming Quality Monitoring service and all other day-to-day SMR activities.
• Implement and test standard to complex voice, signaling, messaging and mobile data service solutions meeting customer demands (service activation
• Participate in the network maintenance activities (Software upgrade, migrations, …) and handle network alarms till the fix (network repair), sometime in collaboration with the network vendor.
• To implement and test standard to complex Signaling, messaging and mobile data service solutions meeting customer demands. You are the subject matter expert on all Signaling, Messaging and mobile IP products and services. You must be capable of working independently as well as taking directions to accomplish both short term and long-term objectives. In depth OSI layer stack, data network knowledge is required for this position.
• Work closely with customers and internal resources to effectively manage customer expectations and satisfaction.
• Communicates with the team members and answers their questions.
• Manages all problems of the team in a closed loop.
• Must have the sense of time management, performs time planning for each type of business, and exports business schedules.
• Support the Contact Centre in achieving its agreed service levels, Quality Standards and any other KPIs as communicated by Operations
• Daily operational review of individual desk and able to provide justification for failures (if any)
• Respond to questions from all members in a timely and professional manner, regardless of their skill level, attitudes, requests, or demands.
• Provide topics of discussion to maintain the natural flow of the message
• Collaborate with other departments to manage reputation, identify key players and coordinate actions.
• Conduct regular team meetings and buzz sessions to ensure that two - way communication is maintained between team members and management.

Qualifications / Work experience / Skills :

MINIMUM SKILLS REQUIRED :

EDUCATION

Personal Quality Requirements :