Job Purpose

• Customer Success Management mapped towards Customer Journey in Lightstorm is pivotal function and key differentiator to the success of Lightstorm.
• Overall, this role is responsible and accountable for managing the end – to – end customer lifecycle for Lightstorm with a singular focus of delivering the best in class customer experience and act as customer advocate

Duties & Accountability

• Manage allocated accounts and ensure consistent nurturing   of accounts for growth and development
• Closely working with the PMO (Project management Office), SEG team and other stake holders’ team for the timely execution of network  & service improvement plans.
• Ensure the successful implementation of Service assurance strategy, responsibilities, and deliverables.
• Establish frameworks and standards for improvement plan as applicable; conduct regular reviews with teams and management.
• Create / customize the progress reports as per execution / customer requirements.
• Act as a problem solver, working closely with customers to ensure resolution of any issues or escalations within timelines, with skill and efficiency.
• Consistently exhibiting a high level of commitment as a Customer Success Manager by taking ownership of accounts and showing unwavering dedication.
• Skillfully demonstrating efficiency and responsibility in offering support, with the ability to identify appropriate escalation points when necessary.
• Actively pursuing and implementing improvement strategies to elevate client satisfaction levels.
• Cultivating and sustaining a strong emotional bond with clients through proactive and focused relationship management practices.
• Responsible for Service Assurance within defined TAT and SLA as per the AOP & Customer requirement.
• To work closely with Planning, SEG & Field team to establish, monitor & ensure correction of the activated link performance.
• Stay updated on industry trends, telecom technologies, and best practices to provide valuable insights and recommendations to customers.
• Conduct regular business reviews with customers, showcasing the value and impact of our services and identifying areas for improvement or optimization.
• Identify and collaborate with the sales team for upsell/ cross-sell opportunities and facilitate transitions following initial or follow-on deployments.
• Work with sales and business teams to provide inputs on customer growth strategy, drive financial and strategic targets for minimizing churn and boosting incremental value.

Personal Attributes

• Foster and promote a culture of respectfulness and customer centricity.
• Demonstrate high standards of work ethic and act as a role model within the organization.
• Highly intelligent and articulate.
• Be highly inquisitive and continually seeking to understand and learn.
• Be highly analytical and metrics driven.
• High attention to detail.
• Personal values of impeccable honesty and trustworthiness.
• Proactive and self-motivated, with the ability to work independently
• Excellent communication and interpersonal skills, with the ability to build rapport and establish strong relationships with customers.
• Strong problem-solving and conflict resolution abilities.

Key Stakeholders

Internal

• Employees who work for the organization and are directly involved in the project or program.
• Community members or advocacy groups who may be affected by the organization's actions or decisions.
• Functional Heads

External 

• Shareholders or investors who have a financial interest in the success of the organization.
• Customers or clients who use or benefit from the organization's products or services.

Qualifications & Experience

• BE/BTech (Preferred branch Electronics & Telecommunications)
• 10+ years’ experience in specific key skills, domain.
• Experience working with Telecom service providers/IT/OTT players/ISP. Basic understanding of network technologies and network.
• Good understanding of telecom services /Products and enterprise customer requirements
• In-depth understanding of telecom network operations and NOC services.
• Ability to understand technical concepts and effectively communicate them to non-technical stakeholders
• Proven experience as a Customer Success Manager or in a similar customer-facing role within the telecom industry.

About the Company

Lightstorm is building infrastructure for hyperscale networking in South Asia and Southeast Asia to accelerate the region's growth and spur innovation in the digital economy. We are a pioneer in building a first-of-its-kind utility-grade resilient fiber network, SmartNet, in several countries in the region. A trusted partner of several Fortune 500 companies, Lightstorm is creating a robust foundation of digital infrastructure to create new sources of value and differentiation for businesses.

Lightstorm is backed by I Squared Capital, a global infrastructure- focused private equity fund.

Want to know more?

Feel free to write to us and let’s get to know one another!

careers@lightstormtelecom.com

Job Purpose

• Primary responsibility would be managing the solution Management for Customer with Core Competencies include Cloud Networking, IT Networking
• Well versed with technical / customer account management
• Responsible for Solution Design, Drawing and proposal.

Duties & Accountability

• Manage and track Solutions with Sales Team and Customer
• Manage and handle special project related to IP, Cloud Connectivity
• Monitor and report on progress of Submitted technical solution.
• Organize weekly reviews with Solution Head regarding solution creation, Meetings and Demo.
• Good knowledge of IP Network and cloud connect.
• Basic Knowledge and understanding of Fiber optics, Physical Layer Network, understanding of Fiber optics.
• Good knowledge of cloud platform handling and platform Demo
• Must be a team player, self-starter and have ability to work under minimal supervision.
• Must possess good knowledge on MS Office Suite, especially Excel and Power Point
• Conduct Solution review meetings with internal stakeholders
• Conduct trainings/workshops for tools, systems, processes, and New Technology Innovation
• Must be resourceful, innovative, self-motivated, and confident in high stress situations.
• Must possess very good logical and analytical abilities.
• Must possess excellent verbal and written communication skills and stage presentation will be an advantage.

Personal Attributes

•  Highly intelligent and articulate.
• Be highly inquisitive and continually seeking to understand and learn.
• High attention to Customer requirement
• Personal values of impeccable honesty and trustworthiness.
• Foster and promote a culture of respectfulness and customer centricity.

Key Stakeholders

Internal

• Sales team (Client Directors & Regional Head)
• Solution Team Members
• Innovation, Planning and Product team
• Business Analyst and Marketing Team

External 

• Customer technical team
• Customer Product and planning team
• Finance and procurement team of Customer

Qualifications & Experience

•  Graduation: B. E./B. Tech.
• Certification: CCNA and Cloud Solution Architect Certification, will be an advantage
• Good knowledge of IP Network, Routers, Switch, and Cloud
  connect.
• Should have Domain Experience of 10+ years in
  Telecom/cloud/IT

About the Company

Lightstorm is building infrastructure for hyperscale networking in South Asia and Southeast Asia to accelerate the region's growth and spur innovation in the digital economy. We are a pioneer in building a first-of-its-kind utility-grade resilient fiber network, SmartNet, in several countries in the region. A trusted partner of several Fortune 500 companies, Lightstorm is creating a robust foundation of digital infrastructure to create new sources of value and differentiation for businesses.

Lightstorm is backed by I Squared Capital, a global infrastructure- focused private equity fund.

Want to know more?

Feel free to write to us and let’s get to know one another!

careers@lightstormtelecom.com

Job Purpose

•  Solve technical challenges, collaborating across multiple teams.
• To support Product Teams as required with solutions and design documents.
• Identify opportunities to provide new and / or improved services for our customers.
• Act as a knowledgeable adviser for both current and upcoming Products
• Strong documentation and design capabilities

Duties & Accountability

• To transform varying degree of complexity business requirements into technical solutions in accordance with best practice
• Develop integrations between systems/platforms.
• Develop capabilities that drive self-service and automation (Service Portal/Catalogue, Orchestration, Agent Intelligence, Performance Analytics)
• Solve technical challenges, collaborating across multiple teams
• Identify opportunities to provide new and/or improved services for our customers
• Gathering business, functional and non-functional requirements.
• Understanding the AS-IS and TO-BE processes.
• To provide guidance / coaching to the customer where there’s opportunities to eliminate waste (LEAN Concept) from the processes.
• Ensure Stakeholder sign off is obtained to support submitted requirements.
• Assist customer in defining requirements and suggest potential opportunities
• Support Acceptance Testing, verifying issues with Clients, whilst ensuring acceptance criteria meets customer requirements.
• Assist with the scoping, estimation and planning of requirements and content of the Weekly Sprints.
• To facilitate the remediation activities for any development that is in a blocked state.
• To chair the daily stand-up call on a rotational basis, ensuring that associated records are updated in a timely manner.
• Ensure system administration activities are actioned.
• Act as a knowledgeable adviser for both current and upcoming Platform features and capabilities to ensure maximum value is obtained from the platform.
• Providing advice and guidance on Platform capability with our stakeholders (Internal Business & 3rd Parties)
• Providing design input and expertise to Product teams
• To work with our Partners to provide advice / guidance on platform & development best practice

Personal Attributes

•  Highly intelligent and articulate.
• Be highly inquisitive and continually seeking to understand and learn.
• High attention to Customer requirement
• Personal values of impeccable honesty and trustworthiness.
• Foster and promote a culture of respectfulness and customer centricity.

Key Stakeholders

Internal

• Sales team (Client Directors & Regional Head)
• Solution Team Members
• Innovation, Planning and Product team
• Business Analyst and Marketing Team

External 

• Customer technical team
• Customer Product and planning team
• Finance and procurement team of Customer

Qualifications & Experience

• Graduation: B. E./B. Tech.
• Certification: CCNP/CCIE (Mandatory)
• Knowledge of IP Network, Routers, Switch, and VPC/Virtual/Cloud networks
• Should have Domain Experience of 10+ years in
  Telecom/cloud/IT

About the Company

Lightstorm is building infrastructure for hyperscale networking in South Asia and Southeast Asia to accelerate the region's growth and spur innovation in the digital economy. We are a pioneer in building a first-of-its-kind utility-grade resilient fiber network, SmartNet, in several countries in the region. A trusted partner of several Fortune 500 companies, Lightstorm is creating a robust foundation of digital infrastructure to create new sources of value and differentiation for businesses.

Lightstorm is backed by I Squared Capital, a global infrastructure- focused private equity fund.

Want to know more?

Feel free to write to us and let’s get to know one another!

careers@lightstormtelecom.com

Job Purpose

• This role exists for a L1 position for network side. Overall, this role exists for monitoring the network proactively and maintain network uptime. Knowledge of Router (Nokia, RAD), Switch (Nokia)

Duties & Accountability

• Customer circuit testing
• POC for LTC and Customer.
• Labelling and the patching for connectivity
• Cor-ordinating with the transport team for link activation.
• Patching for customer delivery.
• RMA acceptance and co-ordination with vendor.
• Co-ordinating with DC team for connectivity
• Migrating the services from one node to another.
• Providing remote support to NOC/ Engineer/ Vendor team.
• Material movement from one DC to Another DC/ WH
• Troubleshooting on Ethernet/MPLS technology L2 VPN and L3 VPN services design (VPWS, VPLS, EVPN, IES, VPRN) in coordination with NOC.
• Troubleshooting on Ethernet / MPLS technology (LDP, RSVP, Segment routing, T-LDP, SR-OS) in coordination with NOC.
• Ability to quickly isolate faults within the network and perform basic troubleshooting in initial 30 minutes.
• Co-ordinate with Contact Center/Service Operations center to support of Service outage
• Maintain history of problems and solutions
• Timely update tickets.
• Maintain incident tracker
• Troubleshoot the issue, isolate the issue, co-ordinate cross function with other team to resolve issue.
• Escalate to Level 2 after doing initial troubleshooting.
• Keep record of issue and prepare trend analysis and corrective issue.
• Experience on NOKIA OSS and the MDM, NSP and elements
• Operations and network service quality (Customer Facing and Internal KPIs)
• Network Expansion
• Network Improvement
• Database Creation, Updating and Automation

Personal Attributes

• Highly intelligent and articulate.
• Be highly inquisitive and continually seeking to understand and learn.
• Be highly analytical and metrics driven.
• High attention to detail.
• Personal values of impeccable honesty and trustworthiness.
• Foster and promote a culture of respectfulness and customer centricity.
• Demonstrate high standards of work ethic and act as a role model within the organization.

Key Stakeholders

Internal

• Customers or clients who use or benefit from the organization's products or services.
• Employees who work for the organization and are directly involved in the project or program.
• Community members or advocacy groups who may be affected by the organization's actions or decisions.
• Functional Heads

External 

• Shareholders or investors who have a financial interest in the success of the organization.
• Suppliers who provide goods or services to the organization.
• Government agencies or regulatory bodies who have legal or regulatory authority over the organization.
• Competitors who are in the same industry or market as the organization.
• Consultants & Advisors
• Current / Potential partners

Qualifications & Experience

• Minimum/ Ideal/ Target years of relevant and total experience: 7-10 years
• Industry preference, if any: Telecom ISP/Vendor
• Team Management experience required: Yes
• Education qualification (if required to be specified) B.E./B. Tech Equivalent, CCNA or equivalent

• Skills required
• Technical skills: Basic experience of IP - MPLS/ BGP/ Cloud introduction troubleshooting
• Functional skills: Hands on in using ticketing tools and Monitoring tools like HPSM, Remedy, Temip, Mycom
• Business skills
• Soft skills/ behavioral: Team player
  Requirement to work in night shifts: Yes
  Business Travel requirements No

About the Company

Lightstorm is building infrastructure for hyperscale networking in South Asia and Southeast Asia to accelerate the region's growth and spur innovation in the digital economy. We are a pioneer in building a first-of-its-kind utility-grade resilient fiber network, SmartNet, in several countries in the region. A trusted partner of several Fortune 500 companies, Lightstorm is creating a robust foundation of digital infrastructure to create new sources of value and differentiation for businesses.

Lightstorm is backed by I Squared Capital, a global infrastructure- focused private equity fund.

Want to know more?

Feel free to write to us and let’s get to know one another!

careers@lightstormtelecom.com