Support and NOC Manager

We are seeking a highly experienced and motivated Manager Customer Support to oversee and enhance the performance of our Network Operations Center team. The ideal candidate will be responsible for managing a team, setting and achieving customer satisfaction goals, improving service quality, and owning key support processes including outage handling, RCA preparation, and escalation management.

• 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.
• B.Sc. / 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 KPI’s , 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 an add on.

• 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