General Summary :
The Associate Technical Service Manager is responsible for providing leadership in various functions with the objective of maintaining normal operation of IT / Telecom systems for clients through supporting services to all assigned customers.
Working principally with different departments including Operations and Projects teams, Solution Consulting, Sales, Project Management, Development and other functions to ensure the provided services are meeting customer Service Level Agreements and customer expectations.
Principal Duties and Responsibilities :
Software Development (Enhancement and change requests)
Documenting business and technical requirements
Liaising with PM and development teams
Following up on delivery till completion according to scope
Follows procedural manual to ensure a structured and disciplined approach that enforces rigorous service principles and results in the minimum disruption to customer networks and operations
Manages serious service incident customer escalation and communication, provide progress reports for management review and support the flow of information essential to the effective problem solving.
Fosters strong and trust based relationships with customers, understanding their business and its drivers.
Directs interaction with customers to understand specific requirements
Translates requirements to specifications and develop design approaches (requires creativity and sound technical background)
Proposes and present solutions (writing white papers, detailed technical proposals and sales kit such as slides)
Assists sales team to close deals and handover to technical team thereafter.
Mediates between sales goals and customer expectations (requires business acumen qualities)
Liaise with customers and vendor and supplier
Develop necessary skill and knowledge to act as subject Matter Expert for products with assigned customers.
Develop to be a go to sole resource for customer.
Develop to serve as a role model to customer facing employees.
Job Requirements :
Skill in coordinating across teams and establishing priorities.
Develop the Ability to perform complex tasks and to prioritize multiple projects.
Develop the Ability to identify and resolve computer system malfunctions and operational problems.
Knowledge of planning and scheduling techniques.
Ability to foster a cooperative work environment.
Knowledge of organizational structure, workflow, and operating procedures.
Ability to provide a range of systems training and / or support activities for users.
Develop the skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures.
Ability to resolve customer complaints and concerns.
Ability to monitor and / or maintain quality control standards.
Ability to work both independently and in a team environment.
Ability to communicate effectively, both orally and in writing.
Develop the ability to coordinate quality assurance programs in area of specialty.
Knowledge of current technological developments / trends in area of expertise.
Working Conditions :
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.
It is not designed to be utilized as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job.