• Accountable for successful collaboration with Customers, Suppliers, and fellow Employees to prioritize and deliver services that meet or exceed the business needs. • Delivers services within defined SLAs, SLOs, and security/compliance requirements. • Completes/ensures completion of daily operational documentation and transfers knowledge to next shift. • Provides tier-1 support for incoming calls received via telephone, e-mail, and Web portal. • Addresses and resolves problems as appropriate, referencing supplied training material and customer documentation; documents all issues by utilizing appropriate ticketing application; escalates issues to Managed Services Engineers as appropriate. • Completes assigned customer workload, including, but not limited to, investigation of issues or monitoring events, and assigning resources appropriately. • Ensures issues are communicated to customers in a timely and effective manner. • Interfaces with customers, various managed services staff personnel, and third-party vendors to resolve issues. • Analyze data to identify trends and opportunities for service improvement. • Review operations business processes for ability to address customer needs, identifying areas where processes need to be enhanced or better documented. • Engineer tactical and strategic solutions that meet or exceed the business need with attention to simplicity of design and ease of use. • Enable and Lead Change, Service Recoveries, Projects and/or Co-workers. • Engage in communication that drives understanding, alignment and informed decision making.

• Create service-oriented dashboards for queries handled by the team and suggest workable solutions to bring down /reduce manual handling of these query messages. • Develop a mechanism to fast-track identification of queries originating on account of processing errors, highlight the same to Department head and work closely with operations team and client services to resolve the issue and minimize loss and customer impact. • Ensure errors/knowledge gaps resulting in queries are shared with line managers & Division Heads to curb service issues. • Ensure E2E processes are improved through automation/digitalization initiatives. • Central point of reference for all Queries, Complaints and concerns. • Critical analysis of issues associated with errors, delays and SLA breaches. Recommend effective solutions to resolve them permanently. • Support in designing solutions which can be proposed to address issues identified during Quality Check and MIS report generation. • Ensure solutions are implemented on fast-track basis. Ensure inter-group and intra-group SLAs are reviewed periodically and improved in line with automated solutions.

• Independently own and lead the full lifecycle of high-impact, strategic projects for the Sales department, from business case development and securing stakeholder buy-in through to execution, change management, and value realization. • Collect, clean, and analyze complex sales datasets to identify performance trends, uncover root causes of sales challenges, and provide actionable recommendations to sales leadership. • Proactively research, identify, and champion opportunities to leverage AI and automation. Develop and implement pilot programs to test the effectiveness of AI-powered tools in improving sales productivity, forecasting accuracy, and lead generation. • Evolve performance measurement by designing and building advanced dashboards and KPIs. Deliver strategic insights and forward-looking analysis to leadership, not just status reports. • Serve as the primary liaison between sales leadership, front-line sales managers, and AMs/BDMs, and our internal technical teams. Translate sales department needs into clear requirements, manage priorities, and facilitate communication to ensure alignment across all projects. • Lead efforts to re-engineer and optimize the sales motion for greater scalability and efficiency. Define and implement best practices and new methodologies across the sales organization. • Provide expert, data-driven insights to support key sales functions, such as strategic business reviews and sales forecasting, including capacity planning and benefits realization tracking.

• Manage time and work under pressure to tight deadlines • Support, coach, mentor and performance manage a regional team of installation & Service Technicians • Take ownership and responsibility for the delivery of the agreed goals and targets • Provide constructive and positive feedback to team members • Encourage individuals, providing input and suggestions for problem resolution • Address interpersonal problems with team members quickly and directly • Carry out assessment of the field service technicians including technical ability and customer engagement • Establish and maintain an effective debriefing process • Ensure team members receive appropriate training, coaching, personal development, and performance management • Contribute to grading evaluations and development planning • Evaluate geography and traveling times affecting service delivery and effectiveness