Head Technical Support

Job Description

Are you ready to lead a dynamic technical support team and shape the customer experience for a cutting-edge Network-as-a-Service portfolio? Spectra is looking for a Head of Technical Support to drive strategic and operational excellence in our enterprise support functions. Head of Technical Support will be leading the Technical Support strategy for Spectra's network-as-a-service portfolio. The position is responsible for managing the Technical customer support operations, developing segment & solution based support processes (including Monitoring, Proactive Support and L1, L2 & L3 technical support teams), ensuring high levels of customer satisfaction, and working on continuous capability development for a solution based support team thereby delivering exceptional service to Enterprise & B2B customers. Key Responsibilities: Technical Support Leadership Drive the support strategy for our Enterprise & B2B customers. Lead operations for L1, L2 & L3 support teams, monitoring, and proactive support models. Ensure high levels of customer satisfaction through technical excellence. Team Development Build and lead a high-performing support team. Define a training and certification roadmap for capability building. Encourage a culture of innovation and employee engagement. Strategy & Alignment Align support operations with organizational goals. Integrate new technologies and scale service delivery. Operational Excellence Improve first-contact resolution rates and SLA compliance. Streamline operations through process automation and tool optimization. Quality & Continuous Improvement Establish QA processes. Cultivate a culture of feedback, innovation, and continuous enhancement. Ideal Candidate Profile: 12 to 15 years of experience in data networks, with at least 5 to 6 years in a leadership role managing L2/L3 technical support. Hands-on technical expertise in IP networking, SD-WAN, firewalls (Fortinet), routing & switching. Background in ITIL-based processes, preferably from telecom, managed services, system integrators, OEMs, or IT/ITeS firms.