2 - 5 years
4 Lacs
Posted:Just now|
Platform:
Work from Office
Full Time
Project Kuiper is an initiative to increase global broadband access through a constellation of 3,236 satellites in low Earth orbit (LEO). Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world. Project Kuiper will help close the digital divide by delivering fast, affordable broadband to a wide range of customers, including consumers, businesses, government agencies, and other organizations operating in places without reliable connectivity. The Business Customer Experience team seeks an experienced Tier 2 leader to establish and drive our advanced support operations. This is a new role and in this role, selected candidate will develop comprehensive troubleshooting run books and establish technical metrics focusing on critical network performance indicators including latency thresholds, packet loss rates, jitter tolerance, and overall network availability. The ideal candidate will implement KPIs tracking mean-time-to-restore (MTTR), first-contact resolution rates, service degradation patterns, and network performance trends across our global infrastructure. Youll be responsible for monitoring service health through key network metrics, managing technical escalation workflows, and ensuring consistent incident resolution while maintaining optimal end-to-end network performance. Experience with satellite network operations and support systems is essential, as youll collaborate with engineering teams to resolve complex technical issues involving network stability, throughput optimization, and service quality improvements. The role requires expertise in driving operational excellence through quantifiable technical metrics, optimizing team performance, and maintaining high customer satisfaction in a 24x7 technical support environment. Bachelors degree in Business, Operations Management, or related field 7+ years of experience in enterprise support/service operations management Track record of successfully implementing and scaling support operations Experience working with global teams across multiple time zones Strong understanding of service level management and quality metrics Demonstrated experience in workforce management and capacity planning AWS Direct Connect or NETDEV knowledge Knowledge of common support tools and ticketing systems Multi-lingual capabilities would be an advantage
Amazon
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