Operations Manager(Service Delivery Manager)
- Orange Business
- 10 - 17 years
- Mumbai
- 8 months ago
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Job Description
Role & responsibilities
- Manage Escalation process, including coordination of the meetings, review of escalation file content and closure.
- Manage the analysis, selection and assignment of escalated, critical and flagged accounts on a global basis.
- Experience with multi-vendor product escalations
- Co-ordination with internal Support Delivery Managers, Critical Situation Managers & Technical Support Engineers.
- Drive Asset Management & Vendor management. Timely basis reporting and cordination.
- Ensure high-quality customer service with emphasis on timely resolution and through problem definition and identification.
- Person must have exceptional writing and oral communication skills be able to synthesize complex and confusing information into crisp exec summaries for a variety of audiences.
- Should also possess good communication skills. In addition, they are responsible customer requirement.
- Ensures timely closure of escalation cases.
- Cordinated for the RCA and submit the same to the customer.
- Good Communication skills and ability to coordinate with customer stakeholders.
- Call Logging with Vendor.
- Call Monitoring & Escalation
- Contract Monitoring Hardware & Software
- Reports and MIS
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Service DeliveryRole: Service Delivery - OtherEmployement Type: Full timeContact Details:
Company: Orange BusinessLocation(s): Mumbai+ View Contact
Keyskills: IT Operations Management Service Delivery Management Infrastructure Management End User IT Asset Management Infrastructure Operations
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Orange Business
Orange Business Services is a global IT and communications services provider, with services in 220 countries. We help companies collaborate more effectively, operate more efficiently and engage better with their customers, connecting their people, sites and machines securely and reliably.
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