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Role
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Technical Service Manager
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Job Level/ Designation
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M2/ AGM
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Function / Department
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Customer Service / Enterprise
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Location
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Delhi
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Job Purpose
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The role is a key position to provide In-Life technical management and operation support to large & strategic customers across multiple regions and verticals. To be accountable for support of contracted IoT Services & Solutions delivered from the IoT portfolio.
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Key Result Areas/Accountabilities
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- Technical point of contact for identified customers & Build relationships with key account stake holders
- Work closely in implementing M2M solutions within an ecosystem of device vendors, platform partners, application & system integrators, service delivery, business and service operations.
- To co-ordinate with customers during in-life contract for analytics, complex issues & resolution trackers.
- Review solutions as per customer requirement & Participate in troubleshooting during testing phase
- Update customers on performance reports on daily, weekly & monthly basis
- Competition In-sighting & Retention – Analytics & Churn reduction initiatives
- Define framework & Guidelines to improve current processes and increase awareness
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Core Competencies, Knowledge, Experience
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- Strong experience in Auto-motive industry domain
- Knowledge of GSM, GPRS, EDGE, HSPA, LTE, 3GPP standards and mobile network components (GGSN, SGSN, MSC, HLR/CSDB, DNS, RADIUS, Diameter, SMSC) -their function and integration points
- Excellent ability to manage customer relationships, their expectations (and define acceptance criteria) & to understand requirements of business / customer to ensure they are translated into technical delivery
- Experience in KPI Reporting
- Excellent communication skills including verbal, presentation, email and social interaction.
- Innovative thinking and ability to consistently anticipate customer expectations in high pressured situations
- Customer relationship management skills with ability to interact comfortably at C- level.
- Awareness of industry leading IoT platforms like PTC ThingWorx, AWS IoT, Microsoft Azure, GE Predix, or IBM Watson and industry trends
- 5+ years’ experience with Large Scale Deployment of Industrial IOT or Embedded solutions
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Must have technical / professional qualifications
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- IOT end to end architecture (Sensors, Controllers, Actuators, Gateways, network/connectivity, communication protocols, web services)
- Automotive Experience is preferable
- Mobility network issues debugging and providing root cause analysis for every issue
- Able to read, interpret and analyse network/device/ server level logs (Wireshark/network analysis tools/Packet analysis tools)
- Good Mobility and Devices (modem/embedded chipsets) HW and SW level knowledge (programming/testing/debugging)
- 2G/3G/4G network technology network stack & Network server’s knowledge (eNode, SGSN, GGSN, HLR)
- Device side Modem chipset based OPEN AT framework, Android Framework, AT commands programming understanding and debugging knowledge.
- Embedded Devices, Real time OS(RTOS), Programming knowledge is preferable
- Automotive vehicle network, CAN protocol knowledge is preferable
- Network, Transport, Application security knowledge
- Circuit switch & packet switch n/w understanding
- Public, Private Cloud architecture, infrastructure, packet core skillset is preferable
Educational Qualifications
- University degree / MBA along with technical qualifications or equivalent qualification
- Track record of global service delivery/management for global/international enterprise accounts
- ITIL Certification on Foundation, Service Operations
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