Job
Description
About The Role
Position: Deputy Manager – Operations
Wipro Band: B3
Voice/ Non-Voice Voice
Shift: 24*7
Qualification: Graduate (Engineering / Telecom / Electronics preferred); ITIL Foundation desirable
Experience: 6 + years
Experience Breakup: Experience in Telecommunications / ISP / Managed Services / NOC / Service Assurance / Service Delivery;
minimum 4+ years in team leadership or frontline operations management Essential Hiring
Skills:
Strong experience in Telco Service Assurance & Delivery Ops (Fault, Performance, Provisioning)
Experience managing multiple LOBs in telecom domain
Stakeholder management with US clients
Strong analytical and reporting skills
Experience in managing large teams of program managers/coordinators/supervisors
Excellent presentation skills (MS PowerPoint, Data Storytelling)
Ability to drive RCA, SLA governance, performance improvement, and automation initiatives
Strong knowledge of telecom technologies (WAN, LAN, MPLS, VoIP, SD-WAN, Fiber)
Ability to manage escalations, bridge calls and client governance reviews
Good to have Hiring
Skills:
Exposure to Telco Tools (Remedy, ServiceNow, Netcool, SevOne, Logic Monitor, SMx, TTS)
CertificationCCNA / ITIL / SD-WAN vendor certifications
Experience in US Enterprise Telecom (Transport, IP, Voice, Cloud Connectivity)
Experience in Process Re-engineering, Lean, Six Sigma
Trainable
Skills:
Product & Process Knowledge
Telecom Technology Refresh (SD-WAN / Cloud Networking)
Advanced Reporting & Automation Skills (Excel, PPT, BI Tools)
Leadership Development & Client Communication Frameworks
Responsibilities:
Govern daily operations for Service Assurance & Service Delivery across multiple LOBs for a large American telecom client
Lead a team of program managers, coordinators, and supervisors to ensure SLA adherence, operational efficiency, and customer satisfaction
Manage escalations, critical incidents, and end-to-end service restoration with internal NOCs, engineering teams, and field ops
Conduct governance calls, QBRs/MBRs, performance reviews, and drive action plans
Ensure accurate reporting, dashboarding and data insights for leadership and clients
Drive continuous improvement, automation, and process optimization across all LOBs
Implement KPI tracking, workflow compliance, productivity governance, and operational controls
Mentor teams, build talent pipeline, lead R&R programs, and performance management
Support delivery transitions, new LOB setup, and readiness for scaling operations
Languages English (Read/Write/Speak)
Language Proficiency Level B2 and above
Nationality Indian
Delivery Location Pune
Mandatory Skills: Order Management(Comms) .
Experience5-8 Years .
