Responsible for provisioning circuits and coordinate with other groups in implementing data / voice
services. Responsible for interacting with internal groups, vendors and customers to coordinate the
timely implementation of customer networks and data services. Responsible for the final installation of
circuits and data services, to a great "customer satisfaction"
Duties: Organizational, Professional and Technical
• Team Management for the Provisioning (Order Management & Technical Provisioning)
Team, includes goal sheets creation (SMART goals), provide regular feedback to the team
members, conducting appraisals, conflict resolution and own up team issues
• Supervise orders for circuits like DSL, Ethernet, ISDN, T-1 / E-1, Fractional T-1 / E-1,DS-3,
etc., with various vendors / carriers across the globe.
• Maintain critical information in the data services database.
• Coordinate with internal Virtela groups, vendors/suppliers, and customers to implement
customer orders in a thorough and timely manner.
• Act as the technical and team escalation point for the Provisioning group
• Create, maintain and enforce all processes and procedures for the Provisioning group
• Enter status notes and other items related to the activities taking place during the order
life cycle in the company internal portal to ensure proper tracking of the order by all
• Escalate orders issues whenever and wherever necessary to make sure that the orders
are delivered on time to the customers.
• Coordinate scheduling technicians and work with Customer Network Implementation
• Troubleshoot circuit related issues occurred during the time of implementation.
• Assist peers with issues.
• Be a Subject Matter Expert for few priority accounts & the team members for
streamlining network design and service delivery for greater customer satisfaction.
• Attend weekly customer calls if required
• Train and mentor team members.
• Maintain and Provide weekly work report to manager.
• Perform other duties as assigned by Manager.
• Foster team work across other groups within Service Delivery like Project Management,
Customer Engineering, and outside Service Delivery like Global Operations Centre, Access Management, Sales, Backbone Engineering
• Audits Processes, Implementations, Documentations for the Provisioning group
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