Manager/Sr. Manager, Service Delivery (HoD)
Job Description
Title: Manager/Sr. Manager, Service Delivery (HoD)
Company Name: Agni Systems Limited
Vacancy: 1
Job Location: Dhaka
Employment Status: Full-time
Educational Requirements:
∎ Bachelor of Science (BSc) in CSE, Bachelor of Science (BSc) in EEE, Master of Business Administration (MBA)
∎ Preferred diploma in customer service/support/service delivery
∎ Preferred Professional Certification: diploma
∎ Training/Trade Course: Traing,workshop
∎ Skills Required: Analytical and problem solving skills, good managerial skill, Honesty and Sincerity, Microsoft Office Applications, Proactive and Positive attitude, Smart and Dedicated, Team building and leading
Experience Requirements:
∎ At least 8 year(s)
∎ The applicants should have experience in the following area(s):
Customer Support/ Client Service, Leadership and Good Communication skill., Team building capacity, Team management, Technical Service
∎ The applicants should have experience in the following business area(s):
Call Center, ISP, IT Enabled Service
Job Responsibilities:
∎ Monitoring and reporting on the quality, effectiveness, and customer satisfaction of service operations, while effectively managing workload prioritization.
∎ Providing comprehensive guidance and supervision to the team, fostering a collaborative and high-performing work environment.
∎ Acting as the primary escalation point for customer issues and inquiries, offering prompt and effective resolutions via telephone and email.
∎ Serving as the go-to contact for service-related issues, including after-hours support when necessary.
∎ Mentoring and developing team members to enhance their professional growth and effectively manage client relationships.
∎ Developing and implementing best-practice processes and procedures to optimize service delivery.
∎ Planning, coordinating, and implementing robust network security measures to safeguard data, software, and hardware.
∎ Identifying opportunities for system and network enhancements, recommending changes to improve configurations and addressing hardware or software requirements.
∎ Monitoring network performance, analyzing data, and proactively making adjustments to ensure optimal functionality and future scalability.
∎ Utilizing customer insights and requirements to identify, interpret, and evaluate system and network needs, driving strategic decision-making.
∎ Upholding the integrity of the network, ensuring seamless server deployment, and fortifying security measures.
∎ Proactively addressing technical challenges by determining network and system requirements and devising innovative solutions.
∎ Maintaining comprehensive logs and records of network issues, along with effective problem-solving approaches for future reference.
∎ Responding to incoming help requests from end-users in a professional and courteous manner, delivering timely support.
∎ Leading and managing a team of engineers and technicians to maintain network stability and optimize Easy Connect's performance.
∎ Planning and executing routine preventive maintenance activities to ensure system reliability.
∎ Handling corrective maintenance for critical and emergency situations, demonstrating swift and effective problem-solving skills.
∎ Allocating resources efficiently for planned and emergency obligations, preparing duty rosters to ensure seamless operations.
∎ Preparing and tracking daily, weekly, and monthly reports to facilitate performance evaluation and inform decision-making.
∎ Collaborating closely with the Customer Support team to ensure timely and satisfactory deliverables.
∎ Providing first and second-level support to the field team during critical activities, demonstrating leadership and technical expertise.
∎ Coordinating, scheduling, and communicating configurations and change/modification requests, while organizing on-field training sessions to foster team growth.
∎ Driving the implementation of operations services strategy in alignment with Easy Connect's standards to achieve performance, cost goals, and quality.
∎ Establishing and maintaining regular communication channels with staff, setting development objectives, and providing performance feedback to cultivate a high-performance culture.
∎ Collaborating effectively with the NOC, transmission, and business teams to ensure seamless coordination and efficient operations.
∎ Working closely with the Line Manager for field operations to contribute to the development, design, and implementation of new services.
∎ Ensuring day-to-day operations adhere to Easy Connect's established processes and meet the standards set by BTRC.
Additional Requirements:
∎ Age 33 to 40 years
∎ Both males and females are allowed to apply
∎ Candidates with experience in ISP/ITES are encouraged to apply.
Salary:
∎ Negotiable
∎ Competitive salary we offred.
Compensation & Other Benefits:
∎ Mobile bill, Profit share, Provident fund, Weekly 2 holidays
∎ Lunch Facilities: Partially Subsidize
∎ Salary Review: Yearly
∎ Festival Bonus: 2
∎ Other facilities as per company policy.
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 25 Jun 2023
Company Information:
∎ 28 May 2023
∎ Agni Systems Limited
∎ Address : Navana Tower (11th floor) Suite-A, Gulshan Avenue, Gulshan-1
∎ Web : www.agni.com
∎ Business : Internet Service Provider
Category: Customer Support/Call Centre
:
Source: bdjobs.com
Deadline Expired on 25th Jun 2023
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