About this opportunity 

Customer Technical Manager (CTM) is responsible for Local Support operational and technical issues for dedicated customers on a day-to-day basis. This role is a mix of technical/operational and team leading responsibilities, which means that the CTM should have good technical competence to lead customer discussions on technical issues.

CTM with the help of the Customer Network Support team will be working to provide solutions to problems that have been reported by customers according to established processes and contracted Service Level Agreements. Expected to be expert in their domain and have very good technical understanding to deliver contracted support services of CSR handling, Problem Management, Proactive Support, and Software Update Handling services. CTM will be closely collaborating with the customer Service Delivery Manager in delivering quality Support Services.
 

What you will do

 
•    Handle and resolve Customer issues, providing dedicated support.
•    Deliver results & meet customer expectations, leading Software Uplift activities.
•    Handle Customer and internal Stakeholders from Technical perspective, working with diverse team.
•    Keep track of ongoing Customer service request and ensure that concern is being addressed with the right priority.
•    Analyse and troubleshoot to handle and provide support in critical and Emergency cases when needed.
•    Interface and interact with the relevant stakeholders within organization and ensure the timely progress on Customer-service-request for Critical/ Priority cases.
•    Be available to handle customer technical queries all the time and ensure timely response.
•    Make constant efforts to be updated on relevant technical skills all the time.
•    Secure handover from Project and ensure all the technical check points are completed.
•    Promote knowledge sharing sessions with stakeholders.
•    Review the relevant technical document i.e., RCA.
•    Provide technical support to SDM in all respect.
•    Ensure that KPIs are met according to SLA.
•    Identify potential add on sales opportunities and address to the SDM.

You will bring
 
•    Education: Engineering BSC or equivalent
•    Min technical experience in Telecom of 4+ Years
•    Working in Operating/Integrating/Supporting any of the following technology domains
•    RAN, Microwave, Packet Core Domain knowledge.
•    Technical team leading working experience.
•    Evidence of Excellent Working Relationship with Customer and Working groups
•    Experience in a Virtual Environment/OpenStack/Kubernetes is considered as a plus.