Director Telecom Operations

Job Overview

Location

Bengaluru, Karnataka

Job Type

Full Time

Date Posted

4 months ago

Additional Details

Job ID

26291

Job Views

67

Job Description

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 SLA’s 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 unit’s 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

Qualification

Bachelor’s degree

Experience Requirements

Fresher Experience

Location

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