Application Tech Support Practitioner

The TEM team provides telecom expense management services to clients. These include

procurement, invoice/billing, & reporting. Overall, role is to manage the day-to-day operation of the Telecom Expense Management Operation. Specifically, organizing telecom operations & ensures compliance with regulatory requirements addresses and resolves the inefficiencies commonly associated with the administration and management of the enterprise telecom environment.

Managing the operation teams. Ensure that Service delivery is within SLA from Procurement to Incident Handling. Providing regular reporting to client teams and Responsible for managing team of analysts and SMEs.

RESPONSIBILITIES AND AUTHORITIES:

Lead the team of TEM practitioners.

Maintain staffing growth projections, development, and succession plans for team.

Implementation and delivery of client TEM policies and initiatives.

Organize TEM team for optimal multi-client service delivery incorporating business continuity principles.

Ensure Client Service Level Objectives and Operational Excellence targets are met.

Act as point of escalation for all client queries.

Maintain operational relationships with main telecom carriers globally, especially as it relates to billing, provisioning, and dispute management processes. And act as TEM teams point of escalation with carriers.

Ensure fulfilment of service level agreements from tool vendor/s and telecom carriers.

Review time reports/cost sheets to ensure proper charging and compliance to guidelines.

Be involved in pre-sales activities as required

REPORTING:

Provide weekly status report detailing major work accomplishments, operation-related issues and risks, performance improvement opportunities, and upcoming activities.

Lead team-specific activities, including productivity reports, attendance logs, end of shift reports, and other operations-related reports.

Maintain updated team contact information, including home address, telephone number and emergency contact.

Lead team in reporting including service levels, financial performance.

Develops team and individual performance data gathering metric.

QUALITY AND TRAINING:

Provide individual quality coaching based on historical and real-time quality data.

Lead quality reviews and performance reporting in partnership with Quality team.

Identifies and implements quality improvement methods in partnership with Quality team.

PERFORMANCE METRICS:

Lead in monitoring team and individual performance to ensure that required service levels are met, including turn-around-time, productivity and accuracy