Service Manager

The Service Manager is responsible for assisting and coordinating with the stakeholders of the business. Monitors business operational activities and contributes to the effective production of products and/or provision of services. This position supervises day-to-day activities to ensure efficient service that meets the expectations and needs of customers and clients/partners.

• Person of Contact for Hysperscaler accounts
• Drive end to end Service Management for Tier 1 Select customers, providing dedicated and differentiated (faster) Services.
• Select customers with priority; Leads the daily stand-up activity with Swat Teams.
• Initiate problem management based on chronic issues/ complaints/reports to trigger Service Improvement Plan
• Leads performance review meetings with internal and external customers, including preparation of Service Level Agreement reports and deep-dive analysis of incidents.
• Collaboration with resolver groups to finalize Root Cause Analysis.
• Provide recommendations and help orchestrate to implement a solution to address customer problem and/or pain points based on a definite Timeline
• Proactive care for all aftersales interactions; Management of customer through regular customer checkpoints, daily to weekly case updates, account-related reports, and migration activities
• Informed in Disaster recovery activities
• Coordination with the customer and internal support teams on customer’s power-related activities
• Manage, organize and proactively follow up on client support tickets (questions, issues, bugs) through the use of Redmine.
• Identify client pain points and communicate client feedback to the engineering, product, and business development teams.
• Analyze support tickets to spot trends the product team can use in the future.
• Communicates bug fixes and trends back to the engineering and product teams; ability to connect the dots and identify major issues
• Works with the product team to develop a new feature based on feedback from customers.
• Other job-related activities that may be assigned from time to time.