Job Details

• Responsible for end to end delivery of customer order and providing progress update to Management and customers
• Responsible for validating the customer requirement vs the Circuit / Services planned by the internal teams and Partners
• Responsible for timeliness of the order delivery
• Work as a 1st level of escalation for customer orders
• Responsible for escalating the issues such as process, systems related to respective teams and work towards the closure
• Co-ordinate with all Internal teams, partners and customer in case of any discrepancy or sure stoppers and clear them
• Ensure delivery related documentation is accurate and kept up-to-date at all times
• Ensure quality of practice meets contractual SLAs and organizational policy and procedures
• Responsible for generating Daily / Weekly / Monthly Reports
• Undertake process gap analysis to find potential areas of improvement, enhancement and/or process re-engineering and implementing these improvements
• Ensure KPI delivery as per agreed SLAs
• Demonstrate a strong understanding of Products and Services
• Ensure customer promise times are met within set timescales and to agreed standards

• Good understanding of Network and Data/IP Products and Services.
• Basic knowledge of Data-center services.
• Ability to work well under pressure and meet tight deadlines; self-motivated.
• Provide an effective on-call response service, as appropriate.
• Offers direct experience of working with customers in a business to business environment is essential.
• Has an affinity to technical areas or High-tech industry .
• Can get a fast understanding of the technology area and is developing technical skills under the guidance of technical leads.
• English (verbal and written).
• High organisational Talent.
• Very client orientated.
• High quality communication to the top customers.
• Person will be required to work in India and EU shifts.

Reference ID - GH/Telecom/C//27032018//74616/Lead/Sr. Analyst- Order Management