Service Assurance Manager
CurrentSify Technologies is the leading managed service provider. To provide on time support to customers for the concern they experience in given service. We have Managed Cusotmer Network support team,I lead the wing L1 support wing. > Monitoring the in and out flow of Trouble Tickets raised, > Ensure Trouble Tickets are attended ontime and resolved within MTTR.> Ensure team does Preliminary trouble shooting, reason for SR generation is understood & necessary information is procured from customer. > SR is redirected to respective internal stake holder for resolution. > All external and internal stake holders are updated on the progress till resolution.> Team does on time escalation on unresolved SRs with Sr. team for resolution.> Have overview on SR movement within system and ensure team is given necessary support to resolution customer query.> Guiding team on daily basis on improve quality of service, > Resolving quires raised by individual team member related to technical and process. > Monitoring & Review daily performance of the team and individuals. > Weekly review with senior management on weekly performance and discussing steps to be taken to improve the quality of service.> Ensure individual team members are given technical and soft skills training.> Analyse ongoing process, amend the process inline business requirement.> Amended process changes are educated to team and ensure team follow without deviation
