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Order Management | Manager/ Group Manager

2 months ago

Noida, India HCLTech Full time

Job Description: -


Position Overview

Responsible for overseeing and managing all aspects of the operations including network infrastructure, service delivery and customer support. This role requires a strong leadership skill, technical expertise, and the ability to drive strategic initiatives that enhance the network performance and customer satisfaction.

Key Responsibilities:

  1. Leadership and Management:
  • Lead and manage a team of professionals with a wide range of support in network operations, circuit engineering, customer service and support.
  • Develop and implement a structure that will bring talent’s highest potential and business stability.
  • Maintain an environment with a high percentage of tenured talents with acquired skills and tribal knowledge.
  • Provide mentorship and development opportunities for team members.
  • Oversee the deployment and maintenance of the team’s network reliability, connectivity and security compliance within the working environment.
  1. Service Delivery and Customer Support:
  • Develop and implement processes to improve OSAT and consistently promotes top notch Customer Experience.
  • Monitor and continuously improve key performance indicators (KPIs) on delivery cycle time, on time performance, revenue attainment and Customer satisfaction.
  • Understands the end-to-end service delivery process and takes ownership in resolving highly escalated customer issues and complaints.


  1. Strategic Planning and Innovation:
  • Detect emerging trends, issues and loopholes in the current state and execute strategic initiatives to enhance network capabilities and service offerings.
  • Identify opportunities
  • Drive innovation and continuous improvement within the organization.


Skills and Qualifications

Ideal job for candidates that have an experience working for a Telecom B2B (preferably) or B2C in the fixed-line process for any of the Telecom Clients: If you’ve handled customer issues related to Broadband/Fibre Provisioning, No-Connectivity, Wireless, Slow-Speed issues, you’ll have a good rewarding career on the Network-side of how customers consume Internet and Data & Voice Services in a B2B environment.


  1. Bachelor’s degree in Telecommunications, Electrical Engineering, Computer Science, and or a related field.
  2. Minimum of 14+ years of experience in Telecommunications, with at least 5 years in a management role.
  3. Proven track record of successfully leading and managing teams of >100 FTE .
  4. Strong communication and intrapersonal skills.
  5. Ability to work effectively in a fast-paced, dynamic environment.
  6. Financial acumen and experience managing budgets.