Company Name: Nokia Solutions and Networks India (P)Ltd.
Designation: Manager Technical support
Experience: 3 to 8 year(s) of experience
Qualification: UG -Any Graduate
PG – Any Postgraduate
Job Description: The Manager Technical support is responsible for functional, resource, competence, and people management of customer support / services engineer team(s) providing Care SW Services. Also responsible to drive and fulfil Care SW Services (case handling, emergency services).
KPIs on customer(s) / market(s) level with highest quality.
Provides escalation support and assistance in the delivery of software services, when applicable. Monitors and guides professional developments of team / organisation / business and strategy for a business-relevant organisational unit, quality, speed, and cost management responsibilities.
Control and co-ordinate the technical expertise and functions within the section to ensure network performance and availability meet or exceed SLA’s target
Ensures the skills of the entire team are identified and tracked. Is responsible for the teams’ readiness while developing competencies with appropriate trainings.
Ensures Care processes adherence and track the team / service KPIs for continuous improvement, drives case-handling process adherence, KPI management / improvement, case escalations, corrective actions implementations and cost-tracking for respective customer(s) / market
Contributes to development of concepts to determine professional direction of own organisational unit and influences strategic decisions within professional area that affect the performance of the subfunction (EG a subset of a function, typically consisting of several areas with independent budgets
Salary: Not Disclosed
Address: Building 9A, 7TH Floor, DLF Cyber City, Sector 25, GURGAON, Haryana, India
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