Dy Manager Customer Support

Overview

The CSM shall take ownership of the partner relationship responsible for ensuring the correct and proper delivery of Operations Assurance services as specified in the service contracted agreements with Aeris´s partners. As such, the CSM is fully accountable for delivering Service Level Agreement (SLA) fulfilment.

 What you will do:
 Operational Assurance Management
 
• Assurance of delivery performance based on the contractual Service Level Agreement, establishment and updating of Working Level Agreements (WLA) & Operational Level Agreements (OLA)
• Operational governance
• SLA/critical metric review
• Reporting, forecasting, improvement actions
 
Incident Management
 
• Perform hierarchical communications in case of major incidents and act as the single point of contact
• Co-ordination of management bridge during major incidents, regular communication up to resolution towards the partner manage...