SPECTRA

To Manage IP and MPLS network through proactive and reactive measures to ensure maximum network uptime and performance for exceptional customer experience Educational Qualification: BE/B Tech in Electronics and Communication or Computer Science & Engineering Desired Certifications: JNCIP, JNCIE, ITIL Work Experience: 6-12 years in NOC of Internet Service Provider Skills: 1. Excellent knowledge and hands on experience in IP and MPLS networks in Service Provider domain 2. Working experience with Juniper, Huawei, Nokia and FortiGate platforms 3. Exposure to NMS, EMS and ITSM Tools like Nagios, Zabbix, Symphony SUMMIT etc. 4. Experience in NOC Event Management and Incident Management Process 5. Process strengthening and automation for operational efficiency and optimization 6. Budget can be offered between 9 to 13LPA (Including Variable)

Role & responsibilities Technical Relationships Management: Connect with customer end IT - Person, Manager, Head to act as a bridge between customer and organization. Escalation Management: Handling customers escalation to support and resolve their OPEN issues from internal teams to prioritize the resolution and updating the status proactively to customers and close loop on resolution. Governance Meetings: Arranging Monthly / Quarterly engagement with customers to review the services. Service Improvement Plan: Identify the repeat technical issues and implement the Service Improvement Plan (SIP) for reduction of technical issues and meeting customer expectations. Preferred candidate profile ;- Experience 2 to 7 years CTC – 5 to 7LPA Location – Gurgaon

->To maintain high network uptime and performance level through proactive & reactive actions in order to deliver great service experience to our customers. -> 7-10 years of total experience in Network Operations including atleast 4+ years in NOC environment. -> Experienced in technology like IP Routing & Switching including BGP, GPON, MPLS VPN, BNG /Firewall / UTM . -> Should have worked on Juniper, Huawei, Nokia & Fortinet platforms. -> Experience in NOC Event Management and Incident Management Process -> Exposure to NMS, EMS and ITSM Tools like Nagios, Zabbix, Symphony SUMMIT etc. -> Process strengthening and automation for operational efficiency and optimization. -> Customer L3 support connectivity -> Desired Certifications: CCNP, JNCIP, ITIL

We are seeking an experienced Level 3 Team Lead to oversee a high-performing L3 technical support team. The ideal candidate should have 10-12 years of hands-on networking expertise, including leadership experience in managing complex network environments. This role requires advanced technical proficiency in Fortinet firewalls, SD-WAN, UTM, DNS/DHCP, Wireless technologies, Access points, Routing, and Switching, along with strong team management and customer escalation resolution skills. Key Responsibilities Team Leadership & Management • Lead, mentor, and manage a team of L3 engineers to ensure timely resolution of critical network incidents and service requests. • Assign tasks, set priorities, and ensure timely resolution of technical issues. • Oversee shift rotations, workload distribution, and escalations to maintain 24/7 operational readiness. Technical Expertise • Provide L3 level support for Networking issues related to Routing, switching, Firewalls, SDWAN, UTM, and Wi-Fi Systems. • Handle critical network incidents and escalations, ensuring timely resolution. • Perform network performance monitoring, troubleshooting, and optimization. • Manage routing & switching operations, ensuring seamless network connectivity . • Manage high-priority customer tickets, ensuring adherence to SLAs and minimal downtime. • Collaborate with cross-functional teams (L1/L2, vendors, customers) for root cause analysis (RCA) and permanent fixes. • Maintain detailed records of network configurations, changes, and service request resolutions. Academic Qualifications: Required Desired Bachelors degree in IT, Computer Science, or related field (or equivalent experience) with Certifications: Fortinet NSE 4/7, CCNP, SD-WAN certifications, or equivalent preferred.

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.

Roles and Responsibilities Manage a team of sales development representatives (SDRs) to achieve revenue targets through effective lead generation, cold calling, inside sales, and lead qualification strategies. Develop and implement process improvements to increase productivity, efficiency, and customer satisfaction within the team. Collaborate with cross-functional teams to identify new business opportunities and develop targeted marketing campaigns. Analyze sales data to optimize performance metrics such as conversion rates, average deal size, and customer lifetime value. Provide coaching, training, and mentorship to junior team members to enhance their skills in sales development.

We are looking for an experienced Team Lead for managing desk Account Managers focused on building and driving a strong retention-focused strategy, reduce churn, and uncover upsell and cross-sell opportunities within existing accounts. This role is critical to strengthening long-term customer relationships. Responsibility: Team Leadership & Development: Lead, coach, and manage a team of 20 Desk Account Managers. Set and monitor KPIs around Customer Retention, Revenue Protection, Upsell pipeline, and Account Health scores. Drive daily huddles, pipeline reviews, and regular performance check-ins to ensure team success. Retention & Churn Reduction: Build and execute customer engagement strategies that focus on proactive retention & contract renewals etc Analyze usage trends, support tickets, and network quality data to pre-emptively resolve issues that may lead to churn. Implement feedback loops with Customer Service, Technical Support, and Network Ops to improve customer experience. Account Expansion & Lead Generation: Enable Desk Account Managers to nurture warm leads for product upgrades. Operational Excellence: Monitor customer lifecycle metrics and provide regular reporting on churn, NPS, and revenue impact. Cross-functional Alignment: Partner with Field Sales, Technical Support, and Product teams to ensure customer issues are quickly resolved. Experience: 7-10 years of relevant experience in Customer Experience (Domain Retention, Account Management) Skills Required: Understanding customer issues Excellent Excel Skills Retention Skills Account Management 6-9 yrs. of experience and knowledge in customer experience partnerships with co-workers and build relationships with stakeholders

About Spectra Spectra is an innovative and disruptive technology company, dedicatedly working to deliver joy, advantage and success for people through and by, the continuous pursuit of excellence in NAAS (Network as a Service). Today, Spectra operates its NAAS pan India, Spectras business is divided into Wifi Infrastructure, Data, Managed Security and Voice. Under Data, Spectra provides internet and other connectivity services to various SMBs, Enterprises, and Homes. Spectra provides revolutionary products on the back of its expansive intra-city optic fiber network spanning over 5,000Kms. Position Summary: 1. Spectra is looking for a driven and experimental Enterprise Sales Manager responsible for acquiring Enterprise and market share through solution selling 2. The Job involves handling direct Large & Medium Enterprise high value sales & revenue market share in the assigned Geography 3. The position would be front-ending the Sales Strategy of the Organization and will liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of assigned targets. The Sales manager will be responsible for: 1. Details of Enterprise Sales tasks – Accelerate customer adoption by identifying specific customer segments and industry verticals to approach with a value proposition for using Spectra NAAS services. Develop long-term strategic relationships with key companies Create & articulate compelling value propositions around Spectra services. Possess the technical ability to explain (not implement) infrastructure solutions, Internet architecture, Solutions. Creates, fills-in and manages Spectra funnel for deals with customers and transforms potential leads into sales activities. Prepare and give business reviews to the senior management team. Ensure customer satisfaction. Maintain an accurate forecast and various business reports. Actively engages Spectra resources and senior executives to build strategic relationships with the enterprise which ensures long- term business opportunities for Spectra. 2. Details of Enterprise Market share tasks- Detailed market assessment, sizing, and market intelligence studies; Regular research into Vertical/Account related strategic/tactical developments Identifying client specific issues/situation, developing hypotheses and possible solutions; bring together and research data; develop pertinent and thoughtful analysis; support in presenting findings and recommendations to end clients to drive sales conversations. Be the strategic partner and help in identifying new growth areas by demonstrating and coordinating with the entire ecosystem. 3. Details of Enterprise Localized Marketing tasks- Enable the adoption and cadence of sales governance. Driving conversations on lead management, Deal, and pipeline reviews Driving demand generation initiatives across multiple channels to generate incremental pipeline and drive net new sales. Conducting performance management and analytics to come up with relevant insights for Sales and business Leaders. Systematically analyses and reports sales results, expectations, market, competition, and trends to make proposals for improvement. Basic Qualifications The right person will possess 8-10 plus years of relevant experience in IT hardware, Software sales. Direct field & management experience in working with fast growing companies (startups, unicorns). Would have consistently exceeded key performance metrics. Demonstrated ability to engage and influence C-level executives. Strong presentation skills and the ability to articulate complex concepts to cross-functional audiences. Strong verbal and written communications skills are a must, as well as the ability to work effectively across internal and external organization. Location Mumbai Key Internal Interactions The key roles that sales manager will interact with are as follows: 1. Sales and permission Back office 2. Reporting Manager 3. Central Marketing Team / B2B Marketing Manager 4. Central and Zone level Service Delivery Teams 5. Central and Zone level Roll out teams. 6. Collection Manager 7. Central Customer support & customer relationship teams Desired Behaviors & Alignment 1. Driven and hungry for growth (aggressive) 2. Innovative and full of sales and marketing ideas 3. Execution focused. 4. Loves interacting with people. 5. Project and vendor management 6. Intra-function coordination 7. Technology alignment

Job Dimensions: Position requires a candidate who can lead a team of Engineers engaged into working on Customer Tickets and Proactive SRs for all Spectra products including connectivity products (BIA, ILL, P2P), Managed Products (MBIA, MBB),, SDWAN, Firewall, Managed Wifi, etc. The position is responsible for Partner Management as well as Inhouse teams, driving SLAs, Quality of Technical Resolution, ensuring high levels of customer satisfaction and working on continuous capability development of self and the team of 30-40 members for solution based support thereby delivering exceptional service to Home, Enterprise & B2B customers. Responsibility: Experience in Team Management : (Team Size: 30-40) 1. Manage Technical Support Engineers engaged into SR Resolution of all Products -Broadband, Leaseline, Wireless Controllers & Access Points (WLC/APs), Routing & Switching infrastructure, Network Security appliances (Firewalls, UTM, SDWAN), etc. 2. Enhance Technical Capability of L1 and L2 teams by building a Training and Certification Roadmap for all Spectra Products. 3. Build, mentor, and lead a high-performance Customer Experience & Technical support team capable of meeting current and future support needs. 4. Develop and implement Training Programs to enhance team skills, customer service capabilities, and develop subject-matter experts to increase online resolution. 5. Coach & motivate team to deliver high performance & low attrition. Customer Satisfaction and Experience - Ensure robust process of Customer Tickets management, SLA Adherence, Service improvement plans via L2 to provide high levels of customer satisfaction. Implement strategies to improve the customer support experience, resolution time, communication, acting as ultimate escalation point for resolution. Quality Assurance and Continuous Improvement - Implement quality assurance processes & establish a continuous improvement culture within the support team, encouraging feedback, innovation, and proactive identification of areas for improvement. Reduction in Customer Complaints : Drive Customer Complaints reduction programme with CFT Teams :contribute effectively by providing insights to L3 Network Teams for RCA & Issue Resolution. Experience:- 10-12 years of relevant experience (Technical Support Process) Key Requirement:- 10-12 yrs. of experience and knowledge in Technical Process Managed WiFi networks Wireless Controllers & Access Points (WLC/APs) Routing & Switching infrastructure Network Security appliances (Firewalls, UTM, IPS/IDS) Btech or equivalent Well versed in MS-Office(Powerpoint,Word & Excel)

Responsibilities: 1. Resolve L2/L3 related Issues (Client/Vendor/Nexge Platform/Ameyo Platform) 2. Assess and analyze Call Flows, network quality issues, security, SIP, SCCP, H.323 and MCGP protocols. 3. Support for Hosted PBX and Hosted PRI and Hosted contact center solutions 4. Voice Traffic monitoring (ASR/ACD/PDD) 5. Customer Service Provisioning and post delivery support 6. Working in Shifts Skills Required: - Hands-on experience on Nexge Class-5 switch/ Asterisk/ IP-PBX/ ATA/ Media Gateway/ Soft Phone & Cloud Telephony Platform - Knowledge of Voice Gateways-PBX, ATA & TDM Technology. - Understanding of Hosted PBX and Hosted PRI and Hosted contact Center solutions - Working knowledge of LAN Switching (VLANs, Inter V-LAN routing) and tools like (Telnet, SSH, NTP, DHCP & Syslog)

Job Summary Sales Manager will drive the growth and market penetration of organisation by directly managing & executing sales activities. The role aims to achieve significant revenue targets through proactive client engagement, market analysis and strategic sales efforts. Job Purpose 1. Sales assignments: a) Achieving assigned annual sales targets in assigned territory. b) Identifying and generating new business opportunities , building relationships with potential clients and driving revenue . c) Maintain and enhance the quality and profitability of the sales plan through the development of operationally feasible and cost-effective programs. d) To share sales funnel, support needed & monthly forecast in assigned form/template in first week of every month. e) To make followups on key projects/key accounts. f) Responsible from order collection with all necessary documents and prerequisites to payment collection before Delivery. 2. Marketing assignments: a) To organise promotional activities like CME/Raod /Conferences with proper planing well in advance in assigned territory. b) To make analysis on competitors activities and to share with Head Office. c) Developing KOLs and leveraging their influence to drive business Growth . d) To plan demo (for all 50% funnel propsects list ) with prior information and as per process. 3. Reports and Submissions: a) Timely submission of Monthly Tour Program. b) Sumission of daily call report. c) Timely submission of expense statement. d) Other reports required by company time to time. Principal Accountabilities No. Key Accountability Statement Performance measures 1 Business Operation and reach: a) Sales(direct )(From Inception to Execution ) b) Productivity /Funnel Creation i) To Achieve AOP PSI during FY 2024-25 in the Assigned Region as Per Plan. Ii) To increase the Sales Productivity Per Person Per Month in FY 2024-25. ensure Funnel creation 4- 5 times of accepted PSI AOP. 2 Business Hygiene: a) Forecast Accuracy i. Ensure accurate forecast each month and deliver the Sales Revenue and Gross Margin as per the forecast wrt to PSI AOP/Month. 3 Administration: a) Individual CRM Compliances/Report, Trainings & Travel expense Process Adherence i. Productivity Measured from CRM-95% & above. Ensure all reports and expense bills are sent on time and these need to be supported through CRM tool 4 Business Development a) Marketing Activity i. Organizing the CME/Road show in line with the Marketing Approved Budget ( 3Per Quarter) Key Interactions Key Interactions Whom do you contact internally and externally Briefly describe the reason for this interaction Within Team: Sales Head, Business Head. Outside Team: Marketing, P&C, Logistics, Admin, HO Support staff To discuss daily business prospects and progress To seek/ discuss on aspects related to business and others aspects Knowledge, Skills and Experience

Key Responsibilities: Achieve assigned monthly / quarterly sales targets in the designated territory Identify and develop new business opportunities in ultrasound & medical device sales Build and maintain strong customer relationships with hospitals, clinics, and key stakeholders Manage sales funnel, provide accurate forecasts, and ensure timely reporting in CRM Follow up on key accounts, projects, and ensure timely order collection with required documentation Support promotional activities (CME / Roadshows / Conferences) as planned Gather competitor insights and share with Sales Manager Coordinate with internal teams (marketing, logistics, admin, HO) for smooth operations Requirements: Education: Graduate in Science / B.E. / Biomedical Engineering (preferred) Experience: 13 years in medical device sales / ultrasound sales / capital equipment sales Strong communication, negotiation, and relationship-building skills Target-oriented, self-motivated, and adaptable Proficiency in MS Office and CRM tools