• Build and lead high-performing technical support and field operations teams. Mentor supervisors to ensure adherence to standard operating procedures, maintain technical excellence, and promote a customer-centric culture.
• Directly handle critical technical escalations using expertise in networking (e.g. Routing protocols, VLANs), optical networks (e.g. GPON, Active Fiber), and value-added services (e.g. Enterprise Networking, Enterprise Wi-Fi), ensuring minimal service downtime for enterprise customers.
• Engage directly with enterprise customers during high-priority escalations. Deliver timely technical assistance and updates through customer communication platforms to ensure resolutions and satisfaction.
• Refine standard operating procedures and implement automation within ticketing systems to streamline issue resolution and consistently meet SLAs.
• Analyze KPIs using ticketing and performance tracking tools. Prepare and present reports to senior management on team performance, escalation outcomes, and process improvements.
• Work with cross-functional internal teams (e.g. Support, Sales, Field operations, NOC, Systems, Logistics) and external partners to incorporate feedback, enhance service offerings, and align with organizational goals.
• Deliver ongoing training on technical skills, operational procedures, and customer communication. Stay updated on telecom and networking trends to enhance team capabilities and service quality.

Required Knowledge, Skills, and Abilities

• Experience of 6+ years in technical operations or support management in the telecommunications or ISP industry.
• Proven track record of leading multiple teams in high-pressure environment, preferably in the telecommunications or ISP industry.
• Excellent leadership and team management skills, with a track record of motivating and developing technical support professionals.
• Strong technical acumen and understanding of internet and networking technologies.
• Demonstrated problem-solving skills, particularly in managing complex customer issues and escalations.
• Ability to thrive in a fast-paced environment and manage multiple priorities with a focus on delivering high-quality support to enterprise customers.

Education + Experience

• Bachelor’s degree in IT, Computer Science, Management or related field (MBA or advanced degree preferred.)

Benefits

As per company benifits