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The role is accountable for defining governance frameworks, ensuring compliance, driving consistency across support operations, and enabling scalable, high-quality customer experiences across all service channels and delivery partners.</span></p>\n    <p><span><strong>Strategic Planning &amp; Key Responsibilities &nbsp;</strong></span></p>\n    <p><span>Key Responsibilities</span></p>\n    <ul>\n     <li><span>Governance on process adherence, SLA compliance, and overall service quality</span></li>\n     <li><span>Structured CFT engagement with IT/Process teams for automation, enhancements, and module effectiveness</span></li>\n     <li><span>Cross-functional alignment to improve ticket routing accuracy to IT, OEM, and Channel Partners, and drive process enhancements</span></li>\n     <li><span>Handle critical escalations and oversee key customer-impacting issues</span></li>\n     <li><span>Drive system integrations and development initiatives to simplify the customer lifecycle through DIY solutions</span></li>\n     <li><span>CLCM design and validation, including CFT alignment and change management</span></li>\n     <li><span>Define and institutionalize governance frameworks for centralized cloud support operations</span></li>\n     <li><span>Establish policies, standards, and operating models aligned with business and cloud product strategy</span></li>\n     <li><span>Serve as senior escalation authority for critical incidents, customer escalations, and systemic risks</span></li>\n     <li><span>Ensure adherence to SLAs, KPIs, service quality benchmarks, and regulatory requirements</span></li>\n     <li><span>Own governance of incident management, major outages, customer communications, and RCA processes</span></li>\n     <li><span>Partner with Product, Engineering, DevOps, and Cloud Infrastructure teams for resolution and prevention</span></li>\n     <li><span>Ensure operational readiness for new cloud releases, migrations, and feature launches</span></li>\n     <li><span>Standardize customer communication during incidents, maintenance windows, and service disruptions</span></li>\n     <li><span>Leverage voice-of-customer insights to influence product improvements and process redesig</span></li>\n    </ul>\n    <p><span>Process, Automation &amp; Tool Governance</span></p>\n    <ul>\n     <li><span>Govern implementation and optimization of CRM, ITSM, and cloud monitoring platforms</span></li>\n     <li><span>Drive adoption of automation, AI-based routing, chatbots, and self-service capabilities</span></li>\n     <li><span>Establish data-driven dashboards and MIS for operational, quality, and governance reporting</span></li>\n     <li><span>Identify efficiency opportunities through analytics and process re-engineering</span></li>\n    </ul>\n    <p>&nbsp;</p>\n    <p><span>Team Management:</span></p>\n    <ul>\n     <li><span>Lead, inspire, as high performing team both inhouse and at partner’s end.</span></li>\n     <li><span>Coaching and mentoring of team members on areas of opportunities.</span></li>\n     <li><span>Drive learning opportunities within the team for skill enhancement and acquiring new skills.</span></li>\n    </ul>\n    <p><span>Coordination/Collaboration/Audits:</span></p>\n    <ul>\n     <li><span>Work closely with other verticals (IT, SO, RCM, RA, Finance, Regional Marketing) to align contact center operations with overall business goals.</span></li>\n     <li><span>Coordinate with external partners [ OEM etc] and vendors to understand the latest trends &amp; offering in Customer Service space via Digital mode.</span></li>\n     <li><span>Front end the Audits done around various Contact centre parameter, support in TPRM compliance.</span></li>\n    </ul>\n    <p>&nbsp;</p></td>\n  </tr>\n  <tr>\n   <td><span>Shift Working</span></td>\n   <td>\n    <p><span>Normal Shift</span></p>\n    <p>&nbsp;</p></td>\n   <td>&nbsp;</td>\n  </tr>\n  <tr>\n   <td>&nbsp;</td>\n   <td>&nbsp;</td>\n  </tr>\n  <tr>\n   <td><span>Key Customer</span></td>\n   <td><span>Customers &nbsp;</span></td>\n   <td><span>IT, CRA, Finance, RA, U&amp;R, Sales Team, Product team, Regional SA, SO, SD,OEM Partners&nbsp;</span></td>\n  </tr>\n  <tr>\n   <td>&nbsp;</td>\n   <td>&nbsp;</td>\n   <td>&nbsp;</td>\n   <td>&nbsp;</td>\n  </tr>\n  <tr>\n   <td>&nbsp;</td>\n   <td><span>Necessary</span></td>\n   <td><span>Preferred</span></td>\n  </tr>\n  <tr>\n   <td><span>Skills</span></td>\n   <td>\n    <ul>\n     <li><span>Strong understanding of cloud platforms (AWS / Azure /etc) &amp; Telecom Knowledge&nbsp;</span></li>\n     <li><span>Solid knowledge of ITIL frameworks (Incident, Problem, Change, Major Incident Management)</span></li>\n     <li><span>Experience with CRM / ITSM tools (ServiceNow, Zendesk, Freshdesk, etc.)</span></li>\n     <li><span>Ability to lead and manage large teams</span></li>\n     <li><span>Deep understanding of customer service principles and practices</span></li>\n     <li><span>Proficiency in analysing data and performance metrics</span></li>\n     <li>\n      <p><span>Familiarity with Telecom QoS, UCC Regulation.</span></p>\n      <p>&nbsp;</p></li>\n    </ul></td>\n   <td>\n    <p>&nbsp;</p>\n    <ul>\n     <li><span>Sound Knowledge in Telecom or a similar role in any industry.</span></li>\n     <li>\n      <p><span>Industry-Specific Knowledge – Domain Expertise</span></p>\n      <p>&nbsp;</p></li>\n    </ul>\n    <p>&nbsp;</p>\n    <p>&nbsp;</p></td>\n  </tr>\n  <tr>\n   <td>&nbsp;</td>\n   <td><span>.</span></td>\n  </tr>\n  <tr>\n   <td><span>Qualification</span></td>\n   <td><span>Bachelor’s or master’s Degree [ Any stream ]</span></td>\n   <td><span>·</span></td>\n  </tr>\n  <tr>\n   <td><span>.</span></td>\n   <td>&nbsp;</td>\n  </tr>\n  <tr>\n   <td><span>Overall Work Experience</span></td>\n   <td>&nbsp;</td>\n   <td><span>·</span></td>\n  </tr>\n  <tr>\n   <td>\n    <ul>\n     <li>\n      <p><span>Minimum 18 to 20 years of experience in a similar role / CS Roles&nbsp;</span></p>\n      <p>&nbsp;</p></li>\n    </ul></td>\n   <td><span>.</span></td>\n  </tr>\n  <tr>\n   <td><span>Behavioural Attributes</span></td>\n   <td>&nbsp;</td>\n   <td><span>·</span></td>\n  </tr>\n  <tr>\n   <td>\n    <ul>\n     <li><span>Team Management</span></li>\n     <li><span>Problem Solving</span></li>\n     <li><span>Decision Making</span></li>\n     <li><span>Analytical Skills</span></li>\n     <li><span>Client Orientation</span></li>\n     <li><span>Relationship Management</span></li>\n     <li><span>Presentation Skills</span></li>\n    </ul>\n    <p style=\"margin-left:36pt\">&nbsp;</p></td>\n   <td><span>.</span></td>\n  </tr>\n  <tr>\n   <td><span>Key KPIs &nbsp;</span></td>\n   <td>\n    <p style=\"margin-left:18pt\">&nbsp;</p></td>\n   <td><span>·</span></td>\n  </tr>\n  <tr>\n   <td>\n    <ul>\n     <li><span>SLA adherence and service uptime governance</span></li>\n     <li><span>CSAT / NPS improvement</span></li>\n     <li><span>Incident resolution and recovery time</span></li>\n     <li><span>Cost efficiency and cost-per-contact reduction</span></li>\n     <li><span>Support readiness and governance for new product launches</span></li>\n    </ul>\n    <p style=\"margin-left:54pt\">&nbsp;</p>\n    <p style=\"margin-left:54pt\">&nbsp;</p></td>\n   <td><span>.</span></td>\n  </tr>\n </tbody>\n</table>",
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