Job Description for the Position :
(list KPP’s for the Position)
Drive the Run Arena: Network Management,Data Networks, Voice Networks etc
Should be having experience running the Network Operatins both Data and Voice
Should be Customer Facing
Middle Man between Customer -HCL
1st Point of contact: HCL and Customer
Responsible for Process Management
SLA Owner for specific BU
Responsible for Service Improvement
Set Exceptions and Expectations to the Customer
Drive Outage Management and ensure speedy resolution
Analyze the Impact and do Value Add
Own Problems: Stability of specific business unit. Drive the issues to permanent resolution.
SLM is virtually internal customer to HCL. Ensures all problems are fixed internally.
Point of Connect and Door Step to the Customer
Ensures Zero Escalation, Zero Surprise and Negotiator with the Customer
Redefine team structure if required.
Bridge between Vendors, change owners and other stake holders to ensure timely resolution to every issue.
Act as a resource provider- Right Vendors and Resources on Call
Present the data to Datacenter in charge of specific geography with the trends, improvements and progress
Responsible for driving projects, and incidents. Works closely with Xerox Business for pricing and other financial issues.
Directly interact with Customer BU and drive the resolution.
Coordinates with ITIL Leaders, Compute Team, and Service Delivery Leads for improvements and customer satisfaction.
Align with Service Delivery team for timely response to escalations, issues and concerns raised by BU Stake Holders, business leads and Global Compute team
Owns the communication to Customer for incidents, action plan and works closely with the asset owner for resolution.
Create Confidence in Customer.
SDM Time: 50%: Day to Day Operations, 20%: Customer Engagement, 20%: Reporting, 10%: Dynamic Reporting
Discuss improvement Areas with Vertical Leads
If you are interested for the above mention JD, Kindly send across your updated resume in a Word Format along with the following details:
Present Company:
Present Role
Present CTC
ECTC
Time to Join
Relevant Exp
Total Exp
Open to relocate to Noida :
Thanks & Regards
Shefali Thakur
MAIL CV : shefali@kaleservices.com
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