Senior Manager - Telecom Operations (12-19 yrs)

Position Title: Manager / Sr. Manager (Provisioning & POTS Provisioning).

Years of Experience: 12+ Years.

- Location: Pune (5 days in-office, night shifts mandatory; no WFH/Hybrid).

- Notice Period: Immediate to 15 days.

- Compensation: Up to 15 LPA (Depending on candidate experience and interview performance; negotiable).

Required Skills:

- Exceptional English communication skills (verbal and written).

- Experience working with US clients, US telecom vendors, and US customers.

- Strong telecom provisioning background, especially with ILEC/CLEC, VOIP, Broadband, Ethernet, POTS, DID, T1, PRI, ADI, HSIA, OCN, IXC, etc.

- Hands-on experience with various telecom ordering systems (ASR/LSR/SI) and knowledge of provisioning tools.

- Strong project management, team leadership, and vendor management skills.

ESSENTIAL DUTIES AND RESPONSIBILITIES (Provisioning Team):.

Order Management & Processing:.

- Understand, initiate, and manage required forms and responses with various telecommunication carriers for facility requests: T1, PRI, ADI, HSIA, Ethernet, OCN, IXC, POTS, DID, Broadband, VOIP, Fiber.

- Prepare and submit Access and/or Local service requests (ASR/LSR/SI) to carriers and ILECs for ordering loops, transport, cross-connects, Ethernet NNI, and other services.

- Ensure that all order requests are processed and completed within defined timelines and adhere to internal protocols.

Monitoring & Tracking:.

- Monitor work-in-progress across internal databases and tracking tools to ensure timely service delivery.

- Keep all pertinent information accurate and up-to-date, including order numbers, circuit IDs, FOC documentation, and milestone updates.

Carrier & Vendor Communication:.

- Communicate regularly with carriers/vendors to track critical dates, installation updates, and upcoming milestones.

- Initiate appropriate internal and external escalations for orders in jeopardy of missing due dates.

Process Improvement & Documentation:.

- Participate in continuous process improvement initiatives.

- Identify opportunities to increase production quality, efficiency, and output.

- Provide accurate feedback to Service Delivery Management regarding process improvement and propose changes to internal procedures.

- Create, maintain, and update internal documentation as necessary.

Technical Aptitude & Tools Utilization:.

- Load Mac/IMEI into Netsapiens/Broadsoft switches, ensuring equipment registration using OEM portals such as Zero Touch Provisioning (ZTP).

- Utilize company-specific applications including VOM, BOSS, SharePoint, COM, Telecare, QuickBasic, Loki, and vendor/LEC portals.

Escalations & Status Calls:.

- Participate in status calls with carriers/vendors as needed.

- Escalate orders to internal stakeholders or carriers/vendors when appropriate.

Team Leadership & Support:.

- Act as a backup for all Provisioning Analyst positions as assigned.

- Act as a 1st level internal resource to assist team members, providing expertise and guidance.

- Ensure high reliability, thoroughness, attention to detail, and adherence to efficiency and quality standards across the team.

Team Management & Hiring:.

- Responsible for hiring and onboarding new Provisioning Team members.

- Conduct performance reviews, provide feedback, and create performance improvement plans as needed.

- 24/7 Operations Support:.

- Manage and schedule team members to ensure round-the-clock operations (rotational or night shifts).

ESSENTIAL DUTIES AND RESPONSIBILITIES (POTS Team):.

Order Life-Cycle Management:.

- Manage end-to-end ordering processes for POTS lines.

- Oversee order queues and distribute workload effectively among team members.

Escalations & Communication:.

- Serve as the primary point of contact for escalations in the US region (internal teams, business colleagues, clients) regarding service delivery issues.

- Assess urgency and impact of escalated issues and follow proper escalation procedures.

SLA Management & Vendor Coordination:.

- Monitor compliance with SLA and Service Delivery Metrics (response time, resolution time, customer satisfaction).

- Proactively escalate to various vendors to prevent or address missed SLAs.

Order Tracking & Reporting:.

- Maintain thorough oversight of urgent/priority orders, ensuring timely documentation and updates.

- Regularly communicate with customers about order status, providing clear and timely updates.

Client & Project Management:.

- Prepare weekly project reports for scheduled client meetings.

- Collaborate with customer project managers on large-scale deployments, catering to unique requirements.

Team Performance & Knowledge Transfer:.

- Meet productivity and quality standards, ensuring team consistently delivers high-quality results.

- Conduct knowledge transfer sessions to ensure team proficiency in vendor portals, workflows, and best practices.

- Review team performance, provide timely feedback, and implement corrective actions or training as needed.

QUALIFICATIONS & EXPERIENCE:.

Experience: Minimum 10+ years in telecommunications provisioning, project management, or order management (or equivalent combination of education and experience).

Technical Knowledge:.

- Strong telephony background, including a solid understanding of wireline telecommunications technologies and -terminology.

- Familiarity with vendor/LEC portals, internal systems (VOM, BOSS, SharePoint, COM, Telecare, QuickBasic, Loki), and provisioning tools.

Soft Skills:.

- Excellent communication, interpersonal, and presentation skills.

- High degree of time management and organizational skills.

- Strong analytical and problem-solving abilities with attention to detail.

- Ability to work night shifts and handle a 24/7 operational environment.

Leadership & Management:.

- Proven track record of managing and mentoring teams.

- Experience in vendor management, strategic planning, and guiding senior leadership on process directions.