Job Detail

Responsible for implementing complete end to end Network Solutions for the customers. Responsible for interacting with internal groups, vendors and customers to coordinate the timely implementation of customer networks and data services. Responsible for the final installation of circuits and data services, to a great customer satisfaction.
Duties: Organizational, Professional and Technical
Team Management for the Customer Engineering Team, includes goal sheets creation (SMART goals), provide regular feedback to the team members, conducting appraisals, conflict resolution and own up team issues
Coordinate with internal Virtela groups, vendors/suppliers, and customers to implement customer orders in a thorough and timely manner.
Manage the overall process of implementing complex, technical installations.
Responsible for the final installation of circuits and data services to achieve high levels of customer satisfaction.
Create, maintain and enforce all processes and procedures for the CE group
Supervise on developing processes and procedures for the final installation and turn-up of circuits and data services.
Lead design discussions/ streamlining service delivery plans / implementations for important new customers for smooth installation/migration activities.
Be Subject Matter Expert for few priority accounts & the team members for streamlining network design and service delivery for greater customer satisfaction.
Attend weekly customer calls.
Acts as the Technical Escalation (higher most) for the Customer Engineering team
Train and mentor other team members.
Take escalations from other team members / customers / other team members and implement complex designs.
Work effectively on diverse type of customers from different time zones.
Work with hardware/circuit provider for different geographical regions for installing diverse type of circuits (E1/T1, DS3, Ethernet, xDSL) and troubleshooting if required.
Maintain and Provide weekly work report to manager.
Perform other duties as assigned by manager.
Foster team work across other groups within Service Delivery like Project Management, Provisioning, and outside Service Delivery like Global Operations Centre, Access Management, Sales, Backbone Engineering ,Audits Processes, Implementations, Documentations for the CE group.Any additional task given to the incumbent from time to time based on business needs.