As a Manager Customer Support at our company, you will play a crucial role in overseeing and enhancing the performance of our Network Operations Center team. Your responsibilities will include managing a team, setting and achieving customer satisfaction goals, improving service quality, and owning key support processes such as outage handling, RCA preparation, and escalation management.

Key Responsibilities

Managing a team of NOC support representatives
Setting and ensuring customer satisfaction goals are met
Implementing policies to enhance service quality for effective support
Handling complaints and queries efficiently
Finding ways to measure customer satisfaction
Reporting Customer Support measurements and related improvements or degradation with proper justification to Management
Owning support processes like outage handling, RCA preparation, lesson learning, and escalation management
Being accountable for Managed Services and problem management
Scoping customer monitoring and integrating with ticketing tool and managing monitoring tools
Taking ownership of the ticketing tool and working towards its developments

Qualifications Required

Problem-solving skills: Ability to quickly identify potential issues and come up with solutions
Communication skills: Strong verbal and written communication abilities
Leadership skills: Ability to lead and mentor junior teammates
Data analysis skills: Interpret customer feedback and metrics to identify trends and areas for improvement
Minimum 10 years of experience working as a Support Team Lead or Senior Team Lead in the telecom industry, preferably telecom monitoring
B.Sc. / BA in CS, EE, Telecommunications from a recognized university
Knowledge of Support and NOC processes and understanding of Escalation management
Technical skills in Telecom Performance KPIs, CNF, VNF
Familiarity with Unix/Linux OS, SQL knowledge
Proficiency in tools like Grafana and other monitoring tools
Fluent in English
Residence in Delhi
Ability to identify and work on different issues that occur in the RADCOM environment
Any technical certification will be considered an add-on

Kindly note, the above details are based on the provided job description. As a Manager Customer Support at our company, you will play a crucial role in overseeing and enhancing the performance of our Network Operations Center team. Your responsibilities will include managing a team, setting and achieving customer satisfaction goals, improving service quality, and owning key support processes such as outage handling, RCA preparation, and escalation management.

Key Responsibilities

Managing a team of NOC support representatives
Setting and ensuring customer satisfaction goals are met
Implementing policies to enhance service quality for effective support
Handling complaints and queries efficiently
Finding ways to measure customer satisfaction
Reporting Customer Support measurements and related improvements or degradation with proper justification to Management
Owning support processes like outage handling, RCA preparation, lesson learning, and escalation management
Being accountable for Managed Services and problem management
Scoping customer monitoring and integrating with ticketing tool and managing monitoring tools
Taking ownership of the ticketing tool and working towards its developments

Qualifications Required

Problem-solving skills: Ability to quickly identify potential issues and come up with solutions
Communication skills: Strong verbal and written communication abilities
Leadership skills: Ability to lead and mentor junior teammates
Data analysis skills: Interpret customer feedback and metrics to identify trends and areas for improvement
Minimum 10 years of experience working as a Support Team Lead or Senior Team Lead in the telecom industry, preferably telecom monitoring
B.Sc. / BA in CS, EE, Telecommunications from a recognized university
Knowledge of Support and NOC processes and understanding of Escalation management
Technical skills in Telecom Performance KPIs, CNF, VNF
Familiarity with Unix/Linux OS, SQL knowledge
Proficiency in tools like Grafana and other monitoring tools
Fluent in English
Residence in Delhi
Ability to identify and work on different issues that occur in the RADCOM environment
Any technical certification will be considered an add-on

Kindly note, the above details are based on the provided job description.

Support and NOC Manager

Job Type