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E2E management of network operations.
Regular governance with local customer.
Responsible for contractual KPIs and SLA. Monitor and manage ongoing SLA performance, identify and implement corrective actions as required.
Customer satisfaction. Analyze all aspects of performance and constantly seek to derive new insights into the customer experience.
Drive continuous improvements in service quality across the contract service portfolio.
Ensure risk management with effective mitigation measures.
Ensure disaster recovery plan are active and tested ready.
Be responsible for the people management in the entire operations organization. Need to empower, motivate & train the team.
Ensure the security compliance and improvement by assisting with security audit and review.
SLA achievement as per contract.
Monthly KPI sign off with customer ,no penalty.
No man made incidents.
No Major security / EHS non- compliances.
Customer feedback survey score above 90%.
Attrition rate below 10%.
Employ satisfaction feedback score above 90%. |
