Team leader

Tech Mahindra Limited

Pune

3-8 Years

Save

Posted 27 days ago
Over 50 applicants

Quick Apply

Job Description

Experience in Provide technical support to Partners via fault tickets for voice and broadband services.
Know how rage fault reports and ensure the ticket is assigned to the correct internal or third-party resolver group for resolution.
Experience on Technical service deck and hands on ticketing tools
Booking engineer appointments on behalf of the Partner for end user visits.
Provide regular updates to Partners on faults until fault resolution.
Manage third party resolver groups to ensure they are resolving faults within SLA.
Escalate with third-party resolver groups if SLA breaches.
Cross domain co-ordination- Liaising and escalating with external suppliers and other TalkTalk departments to ensure minimum disruption and downtime to customers.
Ensuring customer satisfaction at all time.
Quick decision making and reduce the learning curve on bespoke scenarios.
Expected to be skilled with understanding of tests and diagnostics involved in the process to maintain the shorter SLAs involved in assurance.
Domain knowledge will be important since the customer comms are sensitive and time impacting.
Proactive collaboration with third party resolver groups including escalation management required to ensure speedy resolution and follow-ups to manage SLAs.
To motivate, develop and mentor team members in a dynamically changing environment.
Track and monitor KPIs as per Project requirement.
Assist in scheduling and coordinating team activities.
Answer operations related queries from the client and internal stakeholders
Drive process performance to achieve and exceed SLA deliverable.
To create a conducive and stimulating environment for the teams to accomplish their goals
Manage expectations of his team members and proactively should be able to sense their needs.
Represent the organization and participate in client visits and reviews.
Process management-Accountable of team and process performance
Provide inputs on process changes and best practices.
Client management
Insights of P&L/Revenue of the project / EBIDTA
Project Contribution / Process improvement
Ability to effectively communicate his/her thoughts in a well-organized manner.
Excellent communication and Email writing skills

More Info

Job Type:

Permanent Job

Industry:

Software

Role:

Team Leader /Technical Leader

Function:

Employment Type:

Full time

Open to candidates from:

Indian

About Company

Tech Mahindra Limited

Tech Mahindra is part of the US $15.4 billion Mahindra Group and is a leading global systems integrator and business transformation consulting organization, focused primarily on the telecommunications industry. Tech Mahindra helps companies innovate and transform by leveraging its unique insights, differentiated services and flexible partnering models. This has helped customers reduce operating costs, generate new revenue streams and gain competitive advantage. Tech Mahindra expanded its IT portfolio in 2009 by acquiring the leading global business and information technology services company, Mahindra Satyam (earlier known as Satyam Computer Services).

Tech Mahindra's capabilities spread across a broad spectrum, including Business Support Systems (BSS), Operations Support Systems (OSS), Network Design & Engineering, Next Generation Networks, Mobility Solutions, Security consulting and Testing.

Tech Mahindra's solutions portfolio includes Consulting, Application Development & Management, Network Services, Solution Integration, Product Engineering, Infrastructure Managed Services, Remote Infrastructure Management and BSG (comprises BPO, Services and Consulting).

With an array of service offerings for TSPs, TEMs and ISVs, Tech Mahindra is a chosen transformation partner for several leading wireline, wireless and broadband operators in Europe, Asia-Pacific and North America.

Tech Mahindra has successfully implemented more than 16 Greenfield Operations globally and has over 130 active customer engagements mostly in the Telecom sector. The company has been involved in about 8 transformation programs of incumbent telecom operators.

Tech Mahindra has a global footprint through operations in more than 31 countries with 17 sales offices and 15 delivery centers. Assessed at SEI CMMi Level 5, Tech Mahindra's track record for value delivery is supported by over 40,500 professionals who provide a unique blend of culture, domain expertise and in depth technology skill sets. Its development centers are ISO 9001:2008 & BS7799 certified.

Job ID: 133056977

Jobs by Skill - IT