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Director Telecom Operations
Wipro
posted 1d ago
Job Description
Essential:
- Shift : 5:30 PM to 2:30 AM
- Manage a team of 1200 resources with multiple functions within the enterprise telecom industry.
- Manage/Influence the P&L of the account.
- Bachelor's degree in Telecommunications related field plus 18 years relevant experience or equivalent combination of education and experience.
- Strong direct customer interaction communication skills, (oral and written), customer service, organizational and multi-tasking skills.
- Goal oriented with a deep understanding of team building.
- Proficient PC skills in office applications (Excel, Word) and network connectivity configuration.
- Proficient presentation skills for presentations to technical and non-technical audiences; must be able to translate technical terms and concepts to non-technical entities.
- Must be able to manage a 24/7 multi location environment.
- Support the Head of Service in managing the service budget and manage any directly delegated budgets.
- Apply the principles of sound financial practice necessary to operate within defined budget limits. Promote a culture of value for money and sound financial practice within the team and its colleague.
- Ensure business processes comply with legislation, financial regulations and best practice
- Csat-Esat-Growth/farming-Profitability
- Be an enabler for the growth of the account.
- Plan and Execute customer projects related service provider Operations.
- Provide leadership and guidance to engineering staff that provides IP/UCS IP Telephony & data configuration support for the CenturyLink contracts. Includes IP/UCS data and voice infrastructure, installation and maintenance for new and current installations.
- Lead data and voice communications projects.
- Coordinates activities, assigns projects, and monitors results.
- Ensure customer incidents and service request are kept within contractual SLA targets.
- Develop performance objectives and Key Performance Indicators for engineering team.
- Clear understanding and familiarization with OSS system design and development.
- Provides technical guidance to Senior and Lead Engineers that perform complex design, development, and implementation work by established departmental and customer goals and processes in conjunction with IP/UCS requirements.
- Responsible for presenting technical information related to specific projects or tasks and communicating schedules and timelines.
- Approves and encourages development of installation and maintenance techniques, methods, and procedures, ensuring that training plans are budgeted and are being acted upon.
- Ensures that processes for interaction between the work groups are consistent and beneficial to ensure that our processes and procedures are goal oriented such that we strive for a one touch do it right the first time process.
- Act as liaison between the customer and other network vendors (e.g. Cisco/Avaya) on high-level support issues, in lieu of a Network Event Management Center.
- Provide direct interface with other CenturyLink departments in support of the customer's network, focusing on outage events and planned maintenance environments.
- Must have aptitude that lends toward development of key relationships with customer.
- Ability to understand nuances of dial plans, and the issues involved in supporting a team that supports analog, digital and VOIP systems working together but of different vendors.
- Csat-Esat-Growth/farming-Profitability
- Assurance of meeting overall business objectives (Systems, Processes and Projects)
- Enable efficient and effective service delivery to all customers and stakeholders [People ,Process, Technology]
- Bring it to the notice of senior leadership for any sort of Alert impacting line of Business.
- Work hand on hand with senior leadership and LOB Head & DR of LOB head.
- Understand the operations well
- Understands the SOW & Compliance very well
- Understands customer requirement and should be ready to cater to stakeholder requirements
- Understands CRM business well
- Manage SLAs and understanding
- Should be well versed in RCA for problem solving
- Lead and manage program, liaising with the business to maximize and continuously improve the business benefits
- Key strategic contact for business interfaces ensuring stakeholder objectives are met and strong working relationships maintained
- Lead and manage the development of training competency frameworks ensuring they are delivering current and future skill and knowledge requirements
- Lead on the creation, implementation and monitoring of an effective quality assurance framework relating to practice and service delivery. Ensure that comprehensive continuous improvement program is in place.
- Be responsible for the delivery units Complaints response, ensuring standards, quality requirements and timescales are met, and that learning from complaints is used effectively
- Managing Service Direction-Predictive approach rather than reactive Proactive control
Employment Type: Full Time, Permanent
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What people at Wipro are saying
Rating based on 3 Operations
reviews
Anonymous · Other
in Guwahati
Likes
We are working as ateam and my crew and all member are very good
- Skill development - Good+1 more
Dislikes
appraisal are very few
Operations salary at Wipro
reported by
7
employees
₹1.4
L/yr - ₹4.8
L/yr
21%
less
than the average Operations Salary in India
View more details
What Wipro employees are saying about work life
based on 51.1k employees
Flexible timing
Monday to Friday
No travel
Day Shift
Wipro Benefits
Submitted by Company
Family and Parenting Perks and Benefits Health Care & Insurance Financial & Retirement Professional Support Vacation and Time off
Submitted by Employees
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