Customer Service Manager

Customer Service Manager

5-8 years
Not Specified

Job Description

about the role

Responsible for generating & presenting monthly customer reports including measurements against Customer SLAs on Quality, Change, Capacity and Performance of the service
Provide IP expert support and own customer VPN change management including: managed router configuration, activation and acceptance testing for on-going change management
Participate for IT and Cloud Operations support by providing operations support of Cloud Services to help Orange customers optimize IT operations and increase productivity by adopting cutting edge technologies and industry best practices.
Manage End-to-End testing of VPN implemented services with the Customer and internal entities.
Effective liaison with customers and working in conjunction with field operations, engineering, Project , Service & Account team staff is required.
Properly document all VPN designs and make them available to Operational entities.
To analysis the operation of corporate network and to report on quality of service, to submit and manage correction or improvement plans as and when necessary.
Account for compliance with Service Levels Agreements (SLA) to the customer
Responsible to establish VPN Network Planning Sessions with the Customer and Account team, as required.
To assist in Contract negotiation in parallel with Account Manager/Director where applicable.
To lead Technical Customer & Partner meetings in conjunction with Service & Account Team staff regularly.
To manage failures and planned maintenance in order to minimize the impact on operational services on customers.
To monitor and evaluate usage and traffic management services by production of reports documenting the network service levels compared to the contractual SLA, checking the appropriateness of the services subscribed and their usage, and doing trends analysis.
To be involved in the process of validating monthly customer billing
To be able to involve IT Infrastructure network troubleshooting related with Cloud platform and network, security (FW), communication (UC) or voice (IPT, CC) and so on.
about you

Ideally 5 years+ of work experience in customer-facing organizations within the telecommunication or IT industry with specific minimum 3 years experience in IT infrastructure services.
1-3 years cloud project service experience is desired.
Good Presentation Skills and Strong communicative and analytical skills are essential. Language skills in English essential and Mandarin.
Degree level or equivalent (Business or Science Degree) in Engineering or Telecommunications.
Good Knowledge in Cloud platform such as Openstack, Popular virtualization solution as KVM/Xen/VMWare and standard in Market.
Cloud Infrastructure skills(i.e. Windows and Linux IAAS,SAP,BCDR,Security,Management,Storage,Networking,OSS,Containers-Docker/K8s)
Certification in one of following technologies be preferred: Cloud (AWS, VMWare) and network certification with CCIE desired or same certification level.
Ability to deal effectively with all types of users.
Well organized with the ability to work under pressure with minimal supervision.
Customer Service, IT System Integration and Project Management Experience.
Trained, certified or experienced in technical design.

Customer Services & Operations

Job Details

About Orange

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

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