Manager Customer Support
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