Current Position | 3rd Line Manager | Bengaluru

In Case you are inclined to enhance your career growth then I got the below position for your reference;

Company : CMM MNC

Mode Of Hiring: Permanent

Work Location: Bengaluru

Requirement Details
Requirement 3rd Line Manager
Job Opening ID 172361
Experience 12.00 to 16.00 yrs
Location Bengaluru

Essential

A minimum of 12+ years of technical experience in the following domains:

o Layer 3 & Layer 2 VPN Networks

o Cisco – ASR/ISR/CRS Platform

o Cisco IOS & IOS XR

o Alcatel SR 7XXX & TiMOS

o Alcatel 5620 SAM

o Juniper ERX Platform

o Firewalls, IDS, Load balancers

o CSC / NNIs

o Cisco / Nexus LAN Switches

o ADVA / Overture Boxes

o Excellent knowledge of TCP/IP, it’s applications & impact on customer infrastructure & network behaviors.

Job Description:

Lead a 3rd Line support team focused on the assure activities supporting all areas of Customer Services.

o Complex incident management (Technology and Solution based).

o Root Cause analysis for major incidents and escalated faults.

o Complex delivery in line with customer SLAs

  • Work with the other 3rd Line Support teams to establish the processes, systems and skills, required to support Solutions that are dependent on multiple technologies.
  • Work with Customer Services and BE&T managers and team leaders to:

o Improve fault management performance.

o Improve the availability and reliability of Solutions, and the technologies that support them.

o Continually review end-end processes, in order to improve their efficiency and effectiveness.

  • Assist with the definition, and embedding, of a consistent set of processes interfacing to:

o Customer Services teams

o Account teams in VGE/CSSO & Problem Management.

o Service Management

o Service Delivery (Provide and Field)

  • Manage the motivation and morale within the team, and by ensuring:

o All colleague management responsibilities are carried out in accordance with the Vodafone values.

o All colleagues have regularly reviewed Performance Dialogue that is aligned with the wider business goals, individual performance goals.

o All colleagues have appropriate personal development plans; that are regularly reviewed.

  • Provide management of a set of measures covering:

o SLA, RiSLA, MTTR and Delivery On-Time (DOT) performance.

o MTBF and fault volumes.

o Service reliability and performance.

o Colleague absence and attrition.

o Colleague development and performance.

  • Provide an on-call presence, on a rotational basis, for 3rd Line technology area.
  • Drive for Quality and Delivery Standards

o Passionate about end-to-end performance and the quality of service delivered to our Customers

o Initiates improvements to operational processes and has  a can-do attitude when working in a  demanding and ambiguous environment

o Demonstrates a strong bias for action; delivering against time, quality and cost

Desired:

  • Good working knowledge with service providers across the globe.
  • A very neutral accent and a strong ability to communicate with any service provider seamlessly without issues.
  • Excellent understanding of large network operators.
  • Good understanding on the internet setup, peering points & how service providers pass traffic.
  • Excellent understanding of CRM / eCRM tools like Remedy (or) Cramer, BT tools (Woosh, Eco repair etc)
  • Demonstrable experience of troubleshooting tools and techniques in IP environment on Routing, Switching, QoS & MPLS VPN areas.
  • Experience in providing 4th line support for engineers when required using experience before the case is moved to Cisco / Alcatel / Juniper Technical Support.
  • Experience in escalation of incidents to, and in driving incident resolution with, technology vendors
  • Comprehensive knowledge within their primary technology field.
  • Broad experience of continuous: Process, Systems, and Capability improvements.
  • Experience of leading teams of between 5 & 10 people.
  • Experience of implementing & managing ITIL based process frameworks.

Write me a email on s.amith@everestconsulting.net

Warm Regards

 “Delivery Is Our Motto” 

        “We Recruit People Not Profiles”

Amith Somani | Lead Staffing Specialist |  8123000300

: s.amith@everestconsulting.net | | |
Everest Consulting Group India Pvt. Ltd | Bangalore

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