Manager Customer Support/ NOC Support Manager

Job Description

Role & responsibilities Responsible for Managing a team : Overseeing a team of NOC support representatives Setting goals : Establishing and ensuring customer satisfaction goals are met Improving service : Implementing policies to improve service quality for the Team on effective Support Managing complaints : Handling complaints and queries efficiently Measuring customer satisfaction : Finding ways to measure customer satisfaction Reporting Results : Handling Customer Support measurements and related improvements or degradation with proper justification to Management Process Ownership : Owner of driving Support processes like Outage handling, RCA preparation , Lesson Learning , Escalation Management Accountable for Managed Services & Problem management Customer Monitoring scoping and integration with Ticketing tool and monitoring tools management Ticketing tool Management : Able to take ownership of Ticketing tool and work towards its developments Requirements: Problem-solving : Being able to quickly identify potential issues and come up with solutions Communication : Having strong verbal and written communication skills Leadership : Having leadership skills and acting as a mentor to more junior teammates Data analysis : Being able to 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 (preferably telecom monitoring) industry. Bsc / BA in CS, EE, Telecommunications from a recognized university. Knowledge of Support and NOC process and having understanding of Escalation management. Technical skills - Telecom Performance KPIs , CNF,VNF . Knowledge with Unix/Linux OS, SQL knowledge Tools knowledge – Grafana , Monitoring tools Fluent English - Mandatory Residence in Delhi - Mandatory Should be able to identify and work on different issues that occur in RADCOM environment. Any technical certification will be a add on. Preferred candidate profile Immediate Joiners