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
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