Assistant Manager - Enterprise Service Management (East & West)

Broad outline of the Role

Responsible for managing day to day network operations and maintenance, in Hybrid Network Services domain. This includes- customer change requests, platform uptime, incident management, problem management, CFT / OEM Interlock, and escalation support for the operations. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles.

Purpose - Broad objective of the role

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Minimum qualification & experience

Graduation with 4-7 years of relevant experience

Other knowledge/skills

Troubleshooting experience of network, equipment and service level faults

Ability to write and present a comprehensive vulnerability assessment report.

Understanding of domain and related technologies

Understanding manual testing techniques and methods to gain a better understanding of the environment and reduce false positives/negatives.

Key Responsibilities

Create and maintain infrastructure necessary for the growth and upkeep of field and network operations to drive network efficiency and availability.

Manage new enhancements/issue resolution.

Proactive/Reactive fault management Incident Management: Customer Handling during the fault and ensuring subsequent updates in timely manner.

Work directly with other OEM on repeat issues, bugs and implement resolution through defined change management process.

Identify day to day manual activities, repeat tasks and leading the effort to automate them.

Review CFT teams changes frequency, criticality and identify gap and prepare SOP (documents) to ensure no change error.

Track and monitor the environment performance to ensure minimal interruption to network transmission and/or network switches.

Manage network equipment maintenance and security operations for all sites.

Maintain day to day OandM tasks associated installation and testing of new network equipment, diagnosing, and locating troubles.

Performing repair and maintenance and restoring service for optimal customer satisfaction

The role may be an individual contributor or may lead a small team.

Technical Competencies

Knowledge / Skills

Full time