Solutions Specialist - All Locations at Airtel

About the role:

• The role provides the required and much needed Pre-sales, Technical and Operations related support to the Enterprise Services Business for efficient and timely Service delivery within the service value chain.

Responsibilities

Prompt and effective solution delivery

• Responsible for initial solution design and client information gathering (including pre-installation site survey) for all enterprise projects.
• Coordinate with 3rd party vendors in order to deploy enterprise solutions and for enterprise core network maintenance and support.
• Coordinate closely with enterprise support team for trouble ticket resolutions, logging and closure.
• Coordinate with enterprise sales team concerning the submission of proposals to clients.
• Attend technical sales meeting along with sales managers in order to capture client’s request for service provisioning.
• Keep a project tracker for all ongoing enterprise services implementation from order to completion in close coordination with network and provisioning team and publish such tracker periodically (daily, weekly or forthrightly) for the benefit of sales and enterprise team.
• Provide all required documentation including approval process for implementation kick-off of all enterprise service provisioning (crf and any other supporting documents). 
• Provide the enterprise sales team with the job completion certificate for customer concurrence and endorsement to mark the completion of service provisioning and billing commencement.
• Coordinate the billing and invoicing of enterprise customers based on signed job completion certificates.

Strong Support Structure

• Monitors all alarms and measurable parameters on the enterprise network monitoring application/tools in order to compile a weekly/monthly KPI report and include bandwidth utilization. 
• Drive the resolution of all enterprise link outages and faults in coordination with enterprise operations team with regular updates on resolution paths and action plans.
• Supervise and ensure proper quality assurance on all 3rd party installations on enterprise client sites.
• Coordinate the technical support activities of 3rd party vendors both during and after enterprise service implementation.
• Assist in the resolution of all client outages and push repeat issues to problem management team for prompt fixes and compile weekly fault resolution reports to track service reliability trend.
• Carry out and track spares as part of ensuring MTTR when replacement items are required at CPE as subset of outage resolution on client site.

Service level agreement compliance

• Ensure compliance with the MTTR Clause in the contractual agreement with clients through proactive monitoring of service activity on each account
• Minimize churn through effective management of customer and organizing Service review meetings at intervals.
• Ensures prompt resolution of Network related issues in order to maintain the maximum service availability. (Avoid penalty payouts /Unnecessary Revenue deduction).
• Confer with SLA performance manager and compile all outage reports for Enterprise managed accounts and make it available to Enterprise Sales Account Managers for reconciliation of such report with the customers when required.
• Assist with other documentations which might be required to keep track of (Enterprise service catalogue) - Enterprise circuits and database including Technical and commercial details.

Qualifications

Educational Qualifications  

• Bachelors in Computer Science Engineering, Electrical Electronics with Computing Option or any other IT related courses
• Professional qualifications in Networking such as CCNA, CCNP or higher will be an added advantage.
• ITILv3 and any service management exposure is desirable

Relevant Experience 

• Minimum of 5 years of work experience with 1-2 years of relevant experience in Telecom Industry. 
• Relevant experience in IT/telecom enterprise services networking environment will be preferred. 
• Good Sales techniques overview and exposure.
• Extensive knowledge of Microsoft office suite (MS Project, Word, Excel, Visio and Power Point) will be required.
• Good knowledge of Agile or any process improvement techniques.