JOB DESCRIPTION

• Ensure the accurate and efficient delivery of customer support services, maintaining high levels of customer satisfaction.
• Achieve and maintain agreed profit margins while meeting all Service Level Agreement (SLA) commitments and fostering customer loyalty.
• Take full ownership of customer issues, managing them through to complete resolution.
• Collaborate with sales and presales teams on projects related to warranty, operations, and maintenance contracts—contributing to pricing, solution design, and service strategy to support increased sales and line-of-business margins.
• Oversee the financial and commercial outcomes of customer support services, ensuring profitability and sustainable service delivery.
• Adhere to established service processes and standards to ensure consistent and high-quality customer experience.
• Serve as the escalation point for major and critical incidents, driving swift restoration of services and resolution of issues.
• Monitor vendor and supplier performance to ensure compliance with contractual obligations, especially regarding incident SLAs, root cause analysis, trend monitoring, and problem management.
• Review delivery Partners reports regularly and take corrective action as needed to address performance gaps or issues.

PERSONAL SKILLS

• Very Good command of English
• Excellent communication and interpersonal skills.
• Excellent Leadership and management skills

TECHNICAL SKILLS

• Strong leadership and team management capabilities
• Exceptional problem-solving abilities
• Advanced technical expertise with a strong focus on customer satisfaction
• Excellent analytical skills and a commitment to high-quality standards
• Proficient in creating comprehensive and accurate technical reports
• Proactive decision-making and initiative-taking skills
• Certified in Project Management
• Solid understanding of ITIL processes and best practices

Please refer the Job description for details