Support and NOC Manager

About The Position

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.

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.■ 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.

Responsibilities

■ 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