SUPPLIER ROLES AND RESPONSIBILITIES. Resource Title Name Contact Information Responsibilities Program Manager Xxxx Xxxxxxxx Xxxxxxx.X.Xxxxxxxx@xxxx.xxx BAU - Program Management Program Manager Xxx Xxxxxxx Xxxxxx.Xxxxxxx@xxxx.xxx BAU – Program Management PMO Manager Xxx Xxxx Xxxxxxxx.X.Xxxx@xxxx.xxx BAU - PMO Network Service Delivery Manager Xxxx Xxxxxxx Xxxx.Xxxxxxx@xxxx.xxxxx.xxx BAU - Network Manager Voice Services Delivery Manager Xxxxx Xxxxxx Xxxxx.Xxxxxx@xxxx.xxxxx.xxx BAU - Voice Manager Field Services Delivery Manager Xxxx Xxxxxxx Xxxx.X.Xxxxxxx@xxxx.xxx BAU - Field Services Manager Voice Project Manager Xxxxx Xxxxx xxxxxx@xxxxxxx.xxx NRI - Voice PM Security Engineer, Principal Xxxx Xxxxx Xxxx.Xxxxx@xxxx.xxxxx.xxx BAU - Security Design Project Manager Xxx Xxxxxx Xxx.Xxxxxx@xxxx.xxxxx.xxx NRI - Project Management Network Architect Xxxxxx Xxxx Xxxxxx.Xxxx@xxxx.xxxxx.xxx NRI - Network Design Network Design Engineer, Senior Xxxxx Xxxxxx Xxxxx.Xxxxxx@xxxx.xxxxx.xxx NRI - Network Design Network Security Engineer, Senior Xxxxxx Xxx Xxxxxx.Xxx@xxxx.xxxxx.xxx BAU - Security Design Voice Design Engineer Xxxx XxXxx Xxxx.Xxxxx@xxxx.xxxxx.xxx NRI - Voice Design Site Support Technician, Senior Xxxxxx Xxxxx Xxxxxx.Xxxxx@xxxx.xxxxx.xxx NRI – Field Services Site Support Technician Al Xxxxxxx Xxxxxxx.Xxxxxxx@xxxx.xxxxx.xxx NRI – Field Services Site Support Technician Xxxx Xxxxx xxxx.xxxxx@xxxx.xxxxx.xxx NRI – Field Services Site Support Technician Xxxx Xxxxxxx xxxx.xxxxxxx@xxxx.xxxxx.xxx NRI – Field Services
SUPPLIER ROLES AND RESPONSIBILITIES. [List the positions of the Supplier Personnel that will be assigned to the project under this Work Order, including the Supplier Project Manager.]
SUPPLIER ROLES AND RESPONSIBILITIES. Supplier’s Agents shall provide satisfaction for their handling of vendors from start to resolution, which includes the following: · Supplier shall perform all necessary ordering system support, which shall include performing all follow-up work, needed to update accounts. · Adhere to AT&T’s documented order quality guidelines provided by AT&T. · Review, implement and comply with AT&T advisories and process changes as provided by AT&T. · Adhere to documented processes provided by AT&T to track and report work activities and progress. Suppliers shall provide Supervisors who shall be responsible for Agent performance, which includes the following: · Provide leadership and supervision to Agents. · Conduct monthly development sessions with each Agent to discuss performance. · Manage adherence to AT&T’s documented call quality guidelines. · Review, implement and comply with AT&T’s documented processes to track and report work activities and progress as described in Section O Reports / Status Requirements. · Provide on-going quality improvement, which includes, but is not limited to, Agent performance, reporting, Supplier’s work processes, customer care functions, and escalation management. Supplier shall communicate to AT&T on a quarterly basis, all quality initiatives that Supplier implemented. Supplier shall provide a Program Manager position, which is responsible for, but not limited to, the following: · Act as primary interface between AT&T and Supplier’s personnel assigned to the Program. · Oversee personnel assigned to the Program, including performance, process adherence, communication, and reporting functions. · Review, implement and/or comply with AT&T’s documented processes. · Adhere to AT&T’s call quality guidelines and provide team coaching as appropriate · Provide on-going quality improvement, and communicate all quality initiatives implemented on a quarterly basis to AT&T. · Ensure each employee receives training as defined in Section D Training.
SUPPLIER ROLES AND RESPONSIBILITIES. This section describes Supplier’s responsibilities for the Services as identified in this Statement of Work. Supplier personnel or Supplier subcontractor personnel will perform these tasks.
SUPPLIER ROLES AND RESPONSIBILITIES. Role/Person Responsibilities Application Support (1st Level) • First point of contact for the Customer support • Support Requests Management • Validation of SR details • SR reply management • SR Routing • Follow up with the Customer support desk representative. • Escalate Severity 1/critical issues to the Supplier manager. • Infrastructure Diagnostics (2nd Level) • Diagnostic support around infrastructural issues (e.g., server software issues, network problem diagnosis, database problem diagnosis, etc.) • On-site support when required . • Maintenance of the Customer Profile (Network Topology, Hardware, Configuration Profiles, etc.) • The Customer remote access set up Application Support (2nd Level) • Code debugging. • Follow up with business when required. • Upskilling 1st level support • Engagement in escalations Implementation Consultant • Provide clarification on end-user functionality. • Provide clarification on whether issues are defects or change requests. • On-site support when required Project Manager • Ensure production issues across all the Supplier customers are progressed as appropriate. • Escalation points for the Supplier 1st and 2nd level support • Escalation points for customer peer Customer Success Representative • Management of relationship with the Customer • Management with the Customer of support-related commercial issues • Escalation points for the Customer Head of CST • Ultimate responsibility for the delivery of support services.
