JOB DESCRIPTION

Job Title Business Function Sub Function Position Reporting to (Role) Location Company Overview:
About Reliance Communications Reliance Communications Limited founded by the late Shri Dhirubhai H Ambani (1932-2002) is the flagship company of the Reliance Group. The Reliance Group currently has a net worth in excess of Rs. 89,000 crore (US$ 19.7 billion), cash flows of Rs. 10,900 crore (US$ 2.3 billion), net profit of Rs. 3,600 crore (US$ 0.8 billion). Reliance Communications is India's foremost and truly integrated telecommunications service provider. The Company, with a customer base of over 150 million including over 2.5 million individual overseas retail customers, ranks among the Top 4 Telecom companies in the world by number of customers in a single country. Reliance Communications corporate clientele includes over 35,000 Indian and multinational corporations including small and medium enterprises and over 800 global, regional and domestic carriers. Reliance Communications has established a pan-India, next generation, integrated (wireless and wireline), convergent (voice, data and video) digital network that is capable of supporting best-of-class services spanning the entire communications value chain, covering over 24,000 towns and 600,000 villages. Reliance Communications owns and operates the world's largest next generation IP enabled connectivity infrastructure, comprising over 277,000 kilometers of fibre optic cable systems in India, USA, Europe, Middle East and the Asia Pacific region. About Reliance Global Enterprise Business Reliance Global Enterprise Business is the global, managed solutions brand of Indias largest integrated telecom services provider Reliance Communications. With over 5,000 enterprise customers across 6 continents, the company is independently recognized amongst the global Top 10 providers of Managed network solutions and International Wholesale Voice carrier as well as a Top 6 global Ethernet services providers. Reliance Global Enterprise Business Unit owns the largest private cable network in the world with over 255,000km of fiber optic cabling including 65,000 km of sub-sea fiber. Through strategic relationships with over 700 network service providers across the world Reliance Global Enterprise Business provides assured connectivity to over 160 countries, with the capability to reach 230. Reliance Global Enterprise Business Units global platform of high performance data centers support market leading active application management, content distribution and cloud computing services in addition to the converged, managed services that enable the collaboration processes that drive global Enterprise growth. With over 4,000 employees across 25 countries, the company is constantly engaged in delivery of world class and cost effective solutions to Enterprise customers around the world and three million retail customers outside India. To find out more, please visit www.relianceglobalcom.com;

SERVICE DELIVERY MANAGER Carrier WholeSale Voice, Retail and Enterprise provisioning Assurance and technical support HEAD CUSTOMER OPERATIONS DAKC

Role Summary

Responsible for Carrier, Enterprise and Retail provisioning activities as part of Customer Operation Team for Service Delivery and Assurance.

Duties and Responsibilities

Ensuring Service Delivery and Service Assurance for Enterprise, Retail and Wholesale Customers Process designing, implementation & stream lining for delivery. Project management of the solution delivery. Providing Support, troubleshooting problem resolution & coordinating with vendor for problem resolutions. Support Customer Care teams to carry out customer problem issues trouble shooting & resolution ensuring high standards of quality customer care. Trouble ticket (TT) resolution within SLA, tracking of TAT for customer TT resolution and report gaps Publishing & Analyzing weekly & monthly trouble ticket report. Trend Monitoring & highlighting chronic issues to get permanent resolutions. RFO and RCA monitoring. Competent enough to monitor the customer care and support activity. Second level escalation of Trouble Ticket and ensuring resolution in coordination with Stakeholders Interact with different department to provide resolution for chronic issue and give supporting documentation when required. Designing and implementing SIP. Analyzing sudden bulk dispute and escalations and provide support in resolution Maintaining MIS for entire customer touch points and maintain provisioning database. Support Evaluation of Customer Satisfaction Level periodically and maintain at required standards Any other job that may be required to be done from time to time w.r.t customer care

Key Performance Indicators

Service Delivery and provisioning requests completed within SLAs. Project management of the solution delivery within agreed timelines. Trouble ticket (TT) resolution within SLA.
Customer satisfaction levels via CSAT scores.

Contact with Others Internal NOC, ILDOPS,SOMG, RBPO,NPA,NPE

External

CARRIERS,RETAIL AND ENTERPRISE CUSTOMERS

For People Management Positions Only No of people directly supervised:

Total size of the team:

Date: 09 January 2012, Version 2.0

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Qualification & Experience Educational / Academic Qualification Essential:

B.E. / B.TECH

Desirable: Professional Certifications / Additional Qualification Essential:

PGDM Technical Certifications CCNA/CCVP

ITIL, PMP
Desirable: Experience(Min. years) 3 years

Other Criteria(If not addressed above) Telecom voice and data background.

Candidate Specification:

An Engineering graduate with 3 6 years experience in Telecom domain with experience in Service assurance and delivery.
Technical/Functional Skills: ( Use E to denote Essential and D for Desirable) E - Technically competent in the Telecom Voice domain conversant with the technologies like NGN, VOIP, SIP and other protocols. E - Conversant with the IP technologies and use of analyzing tools.

E - Good interpersonal and Communication Skill E - Good analytical skill and Technical understanding
D Project management skills D Support function processes ITIL.

Competency & Behavioral Skills: (Use E to denote Essential and D for Desirable)

E Ability to work and get work done in a team E Good written and verbal Communication skills

Date: 09 January 2012, Version 2.0

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Job Description documented by Date of Documentation

Sachin Tillu

26/11/2011

Date: 09 January 2012, Version 2.0

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