Develop Operational methodologies and processes to manage the premium customer accounts assigned with industry best practices of cloud service providers.
Be the most trusted interface for customer issue handling and resolution management in an error free coordination with back end technical interfaces and support partners.
Be the technical front ending interface as SPOC, disseminate and record information in a centralized repository comprising incident and service information with internal stake holder community to ensure all the work groups are aligned to meet customer expectations as per the agreed contract.
Accountable for implementation of customer solutions as per the plan and stabilization.
Advise and report improvements requirements to the management with costing details.
Responsible to develop and maintain Information Systems comprising customer solution information, network design parameters, solution inventory, scope of work, SLA and escalation matrix to meet required to meet service and operational excellence.
Work with vendors, partners and internal teams in the maintenance and improvement activities.
Guide the team for RCAs about errors/failures and report the management and implement preventive actions.
Train and develop the support staff and other key stake holders who engage in maintaining the customer solution.
Be aware of compliance requirements and support customer to meet compliance requirements.
Responsible for high light and take corrective actions to mitigate any compliance deviations
