To ensure that service norms committed to customer are met.

Ensure customer satisfaction by responding to all escalations regarding IMS services.

Acts as a SPOC for all Networking Operations issues.

Review IMS performance with the customer periodically during on-going phase.

To organize resources required for running the account / providing services as per SLA.

To ensure compliance of processes for all IMS services covered in the contract.

To identify training needs and ensure that trainings are carried out to meet the quality service requirements of the account.

To ensure that customer complaints are resolved by taking corrective actions.

To evaluate engineer performance periodically.

To conduct periodic audits for all networking services.

Provide technical support to the onsite team.

Facilitate technical escalations and drive for resolution.

Should possess technical skills on Network / Windows infrastructure.

Good communication and people management skills.

Able to manage a team of Technical L1/L2 resources onsite.

He would be heading the Networking / Windows Infrastructure Support.

Should possess good customer engagement skills and be updated on new technology.