Location: Bangalore, India
Overall role Purpose
Vendor / Supplier Management for Dedicated services customers.
KEY Accountabilities
- Relationship management with vendors to ensure high-quality delivery of service to customers
- Maintaining Vendor score card based on the performance
- Daily Review of carrier faults to understand/highlight the performance and improvement areas to respective team managers for improvement.
- Weekly report for the SLA failed tickets due to OLO and BT issues.
- Participation in Monthly performance review call of carrier partners (OLO) conducted by CCM Team and input highlight queries, concerns and improvements to operations managers.
- Participation in quarterly service review with Vendors / Suppliers
- Review of existing and new Vendor Engagement Process
- Provide inputs, track and measure performance on Vendor / Supplier Service Improvement Plans
- Provide inputs to CCM team for service improvement plan within OLO as part of problem management process.
- Review and verification of Vendor / Supplier (including OLO) details on any new customer on-boarding / transition
- Cable&Wireless Worldwide POC with vendor on Service Improvement Plans for customer owned circuits
- Interface with the engineers to understand the challenges coordinating with different carriers and derive improvement actions
- Coordinate with the internal Cable & Wireless Worldwide teams on the Non Standard requests from carriers.
- Quality checks on the vendor engagement workflow for operations team (Carrier coordination / escalations performed by the team, Remedy One way of working, Action creation to ticket booking time, action clearing, management process etc)
Working relationships and interfaces
- External Suppliers/Vendors
- Customers (specifically for Customer owned circuits)
- Service Desk and Incident management Team
- Carrier Compliance Management Team
- Projects / Provide for Operations Acceptance
technical competencies (Skills and Experience)
Essential
- Great communication skills
- Must imbibe our company values and behaviours
- Must be a Team Player
- Must be open to work in shifts
- Must have experience in Operational environment
- Must have a technical inclination to learn several technologies and not specialize in only one technology
- Should have basic Networking Knowledge
- Telecom Domain Knowledge
- Reporting skills required
- Experience in handling Telecom Service Providers
- Reporting skills required
Desireable
- Exposure to Remedy, Clarify
BoardExecutive 