I have worked in a private organization called as Computer Maintenance Agency (CMA) as a junior customer engineer for a period of one year. CMA is linked with a government organization called as National Remote Sensing Centre (NRSC).
NRSC is popularly known as wing of Indian space research organization. CMA mainly works with network maintenance and system administration by signing an annual contract with NRSC. The CMA organization consists of director, customer support manager, team leaders and engineers. For every two years, NRSC invites the tenders for annual contract maintenance services for their system administrations and network maintenances. My organization, CMA actively participates in the tenders and prepares a low quotation for getting the tender contract. The director is mainly responsible for taking the decisions on the tenders and organizes the company policies in a systematic manner.
The customer support manager is the one who helps the director in estimating a suitable quotation for the tenders and informs the director about the tender handling process. The customer support manager responsibilities include customer satisfaction, recruiting and training the employees, implementing the organization strategic policies, resolving problems and monitoring the objectives of tenders. The team leaders under the customer support manager work with the clients of different zones, typically three zones (zone1, zone 2 and zone 3).
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The zone 1 is known as NRSC Data Center, the zone 2 is known as NRSC Data Processing and the zone 3 is known as NRSC Software Division. The team leader of a particular zone consists of a set of engineers who were divided as senior customer engineers and junior customer engineers.
The team leader job duties include reporting the technical issues to the customer support manager, leading and motivating the engineers, tracking the daily work performance and providing the feedback to the customer support manager. The engineers under a team leader works on issues like system administration, network issues, troubleshooting problems, and hardware and software issues.
The engineers will have a direct contact with the clients through web application. The whole organization performance and progress depends upon the efficiency of the engineers. Failure in the performance of the engineers may lead to the organization loss. The main internal problems in CMA include the organization budget issues, system performance, lack of communication between the senior customer engineers and the junior customer engineers, and mostly time management issues.