As a Technical Support Manager, you will play a pivotal role in ensuring the seamless operation and continuous improvement of our global telecom services. You will leverage your extensive experience in Telecom incident management to oversee and manage service level agreements (SLAs), drive incident resolution, and minimize downtime. Your expertise in liaising with global access vendors, coupled with your in-depth knowledge of enterprise Telecom network solutions, will be crucial in maintaining robust vendor relationships and ensuring optimal service delivery.

In this leadership position, you will inspire and develop your team, fostering a high-performing and innovative culture. Your strong interpersonal and communication skills will enable you to effectively engage with customers, address their concerns, and drive corrective actions. You will be the primary point of contact for escalations, ensuring that critical customer issues are resolved efficiently.

Your role will also involve monitoring operational metrics, driving automation, and continuously seeking process improvements to enhance efficiency and service quality. By advocating for the customer within the organization and demonstrating ownership in your decisions, you will contribute significantly to delivering a remarkable customer experience and achieving the company's strategic objectives.

Qualifications:

Bachelor's degree in relevant field & equivalent work experience.
At least 8 years of experience in Telecom incident management or a related field (e.g., network operations, customer service), with a proven track record of:

Successfully managing Service Level Agreements (SLAs)
Driving incident resolution and minimizing downtime

Experience in liaisoning and managing relationships with Global access vendors.
In-Depth Knowledge of the enterprise Telecom network solutions and risk management.
Strong interpersonal skills with the ability to build and maintain effective working relationships.
Excellent communication skills, both verbal and written.
Demonstrated leadership abilities with a focus on motivating and developing team members.
Ability to work independently and take initiative to drive results.
Proficiency in incident management tools like SFDC.

Responsibilities:

Oversee the comprehensive management of global access circuit (Service Provider) incidents and changes, ensuring prompt restoration of link serviceability within established Service Level Agreements (SLAs) as stipulated in contractual and customer commitments.
Monitor and maintain service level agreements that have been signed with the customers.
Initiate escalations with ISP vendors as necessary to ensure timely incident resolution.
Foster strong working relationships with service providers to facilitate effective incident management.
Conduct regular performance reviews with service providers, offering constructive feedback for improvement.
Lead, motivate, and inspire team members to achieve their goals and excel in their roles.
Collaborate with other departments to identify process improvement opportunities and efficiency gains.
Stay current with industry best practices and emerging trends in incident management.
Serve as the primary point of contact for internal and external stakeholder escalations.
Prepare regular team performance and incident trend reports for management review.

Bird’s eye view of your role:

Deliver Remarkable customer experience.
Engage with customer to address any dissatisfaction and drive corrective actions.
Manage and escalate critical customer issues to bring right level of expertise.
Communicate at all levels among customers, escalation, engineering/development team, service managers about the progress and action plan.
Develop Talent in the team aligning with the business objectives.
Create an innovative, open, and high performing culture in the team.
Drive operational metrics and build process compliance.
Drive Continuous improvement and active participation in initiatives.
Demonstrate ownership. Make timely, thoughtful, and bold decisions.

What will you bring:

Customer Advocacy – Be the Customer’s advocate in the organization.
Excellent Communication Skills – Clear and Crisp communication (email and verbal), Ability to adapt the communication based on the audience.
People Leadership.
Ownership and Problem-Solving mindset.
Ability to work with different stakeholders for outcomes.
Obsess about Quality – Strive for delivering quality output in every interaction.
Encourage diversity and innovation.

What are your performance objectives:

Operations and case management metrics like CSAT, Backlog management, Quality scores etc.
Escalation management.
Driving automation.
Employee engagement and growth.
Performance management.
Customer management.

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