Technical Support Manager

Description

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 (., 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 :

Bird’s eye view of your role :

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