Support and NOC Manager

4 days ago

Delhi, Delhi, India RADCOM Full time ₹ 12,00,000 - ₹ 36,00,000 per year

We are seeking a highly experienced and motivated Manager Customer Support to oversee and enhance the performance of our Network Operations Center team. The ideal candidate will be responsible for managing a team, setting and achieving customer satisfaction goals, improving service quality, and owning key support processes including outage handling, RCA preparation, and escalation management.

Requirements

■ Problem-solving: Being able to quickly identify potential issues and come up with solutions 

■ Communication: Having strong verbal and written communication skills 

■ Leadership: Having leadership skills and acting as a mentor to more junior teammates 

■ Data analysis: Being able to interpret customer feedback and metrics to identify trends and areas for improvement 

■ Minimum 10 years of experience working as a Support Team Lead or Senior Team Lead in the telecom (preferably telecom monitoring) industry. 

■ B.Sc. / BA in CS, EE, Telecommunications from a recognized university. 

■ Knowledge of Support and NOC process and having understanding of Escalation management.

■ Technical skills - Telecom Performance KPI's , CNF,VNF . 

■ Knowledge with Unix/Linux OS, SQL knowledge   

■ Tools knowledge – Grafana, Monitoring tools 

■ Fluent English - Mandatory   

■ Residence in Delhi - Mandatory   

■ Should be able to identify and work on different issues that occur in RADCOM environment.

■ Any technical certification will be an add on.

Responsibilities

■ Managing a team: Overseeing a team of NOC support representatives 

■ Setting goals: Establishing and ensuring customer satisfaction goals are met 

■ Improving service: Implementing policies to improve service quality for the Team on effective Support 

■ Managing complaints: Handling complaints and queries efficiently 

■ Measuring customer satisfaction: Finding ways to measure customer satisfaction 

■ Reporting Results: Handling Customer Support measurements and related improvements or degradation with proper justification to Management 

■ Process Ownership: Owner of driving Support processes like Outage handling, RCA preparation , Lesson Learning , Escalation Management 

■ Accountable for Managed Services & Problem management 

■ Customer Monitoring scoping and integration with Ticketing tool and monitoring tools management 

■ Ticketing tool Management : Able to take ownership of Ticketing tool and work towards its developments 

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