TECHNICAL LEAD

Chennai

2.5-5 Years

INDIA

1.16 Technical Customer Advocate (TCA)

The Technical Customer Advocate ( TCA ) is responsible for ensuring and enhancing the performance of global Customer networks in order to mitigate network risks and maintain business continuity. The TCA will serve as a consultant to the Customer in driving optimization, stability and durability of the Customer s network while working closely with the appropriate Verizon internal supplier organizations to provide the Customer with excellent customer service. The primary areas of responsibility include business continuity and risk mitigation, technical problem management and proactive technical support.

1.16.1 Responsibilities includes:

Business Continuity and Risk Mitigation:
Understand Customer complex network topologies to better develop solutions to business challenges as identified by Customer and Verizon account team/solution architect(s).
Develop network design strategy to provide network optimization and diversity, including an analysis of Customers network environment (including Verizon and other network providers) to identify areas of network optimization, hardening and overall performance
Develop a business productivity and continuity strategy by assessing Customers business needs and risks through direct collaboration with the Customer
Assist Customer and Verizon account team/solution architect(s) to maintain Customers network design strategy and integrity by evaluating as-designed network build and performing analysis to document components including critical locations, circuits and design characteristics.
Recommend technology solutions to address needs and risks, including new or revised Verizon products in conjunction with Verizon sales.



Technical Problem Management
Handle chronic or complex services issues while performing root cause analysis (as required) and overseeing remediation plans on behalf of Customer
Partner with Verizon account team to align and coordinate Verizon initiatives with network optimization/hardening efforts and/or product decommissioning/sunsetting activities
Train Customer resources on the use of Verizon trouble management tools and escalation procedures through the VEC
Develop service improvement plans for Customer network components deemed to be at risk, as defined by Customer, and overseeing remediation plans.
Document Customer network components, circuits and overall design.
Create reports including system-generated monthly performance reports, non-standard periodic manual reports or complex SLA compliance reports, and ad-hoc reports to evaluate network needs as required by Customer
Gather and report closed ticket summary (Ticket duration, reason for outage, service level breaches, etc.) on monthly basis.
Prepare for and conduct monthly and quarterly network performance review meetings, as further defined at Customer engagement planning and kick-off, including open action items.

Proactive Technical Support
Update and manage all Verizon proactive notification profiles on Customer behalf for notification of maintenance and trouble activities.
Create Customer communication for notification of Customer impacting events driven by network grooming and maintenance activities.
Quarterly review of Verizon s incident management portal to determine whether Customer defined critical circuits are accurately recorded for Service Assurance operations.
Map new Client technology solutions to business problems and recommend improvement and changes as identified

1.16.2 Skills and Qualifications
Excellent Business level in English language, literate and numerate
Business to Business Customer service skills
Technical skills in Network, Managed Services, CPE, Security
Advanced skills in Microsoft Office product S

B.E, B-Tech

1

Data Center-Network Data-Network Data

1301432BR