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  • Network Engineering & Operations

Customer Services Manager – India

Virtela is the world’s largest independent managed network, security, and cloud services company. Virtela offers an award-winning suite of services – including managed networks, security, application acceleration, mobile device management and IT infrastructure management to the fastest growing companies around the world, such as Kraft, Honeywell, HanesBrands, Paramount Pictures, Red Hat and IBM.

The company is known for its outstanding service innovations and customer support, which have been recognized by more than 50 awards in the last two years alone. Virtela offers unparalleled geographic reach to more than 190 countries through its partnership with more than 1,000 service providers. The company is headquartered in Denver, Colorado with globally distributed Network Operations Centers in the U.S., India, and the Philippines.

Virtela offers an attractive compensation and competitive benefits packages ranging from health, dental, vision, disability and life insurance, 401(K) with employer match, flexible spending accounts, health savings account, as well as company paid holidays and generous paid time off.

Pre-Requisite

  • Possesses strong product/technology/industry knowledge.
  • Has led and managed a team of SMEs providing support to a global organization.
  • Proven history of managing a large enterprise or ISP network and IT applications.
  • Has developed and overseen a continuous professional development programme including a comprehensive mentoring strategy.
  • Strong interpersonal and problem solving skills.
  • Demonstrated ability to meet deadlines and manage execution.
  • Willingness to travel as needed

Responsibilities

Client Services Manager

  • Accountable for Incident Management
  • Accountable for Change Management
  • Accountable for New Service Order Management
  • Accountable for Customer Reports
  • Accountable for Customer Processes
  • Accountable for Documentation
  • On-boarding lead for new Customers
  • Escalate to DPE as needed
  • Known issues/workaround

ITIL Trend Analysis (Monthly/Quarterly)

  • Performance Mgmt
  • Availability (Fault) Mgmt
  • Capacity Mgmt

Problem Management

  • Chronic Issues and network improvements
  • Problem Management Status Reports (projects)
  • Root Cause Analysis (RCA) / Problem Records
  • Project Plans  (Action Logs)

Reports

  • SLA Reports (monthly)
  • Monthly Billing Reports

Systems

  • Systems/Tools Development
  • Systems Integration Oversight (TT Mapping)
  • Leverage Customer tools

Meetings

  • Weekly Internal Synch Meetings
  • Weekly Customer Status Calls
  • Bi-Weekly Governance Calls
  • SLA Presentations

Training and Certification Required

CCNA/ CCNP/JCNIA/JNCIS/ CCSA/ CCSE/ CCSP/ JNCIA-FW/ JNCIA-SSL/ JNCIE/ CCIE (R&S/SP/Security/Voice)/ CEH / ITIL is desirable

Experience

Minimum 10-14 years of relevant experience

Education

Bachelor degree in related field preferred

Company

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