Manager - Customer Service Operations

Responsible for managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in respective areas of Network/VOICE/Cloud SIP Over L3. The role acts as a conduit between customers and other teams for any issue resolution. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles. Responsibilities

1. Responsible for troubleshooting of customer premise equipment including SBC, switches, EPBX and other telecom devices.
2. Responsible for preparation Monthly/Weekly complaint KPI report.
3. Responsible for shift management of Team.
4. Ensuring a high level of customer satisfaction through efficient and effective service assurance.
5. Key Responsibilities include

Managing and supporting CEO team

IMS, NGN : Call flow, Registration Functions

SBC L2S : Netting, Headers, IP routing and subnetting

3rd Party/CE Devices: Customer end equipment support

VOIP Protocols: SIP, RTP, SS7 etc.

Cross functional (TX, IP/MPLS/ILL, CSO).

Desired Skill sets

1. Candidate should possess strong technical skills on various VOIP platforms such as IMS, NGN, SBC etc.
2. Candidate should be efficient in team handling and support.
3. Relevant certifications will add to the advantage.
4. Candidates should possess good communication skills.
5. Should be open for shift work including nights and weekends.