Technical support or service operations management
The role requires managing end-to-end case management including assessment, engineer assignment, and resolution tracking for complex incidents
Job Summary
The role requires managing end-to-end case management including assessment, engineer assignment, and resolution tracking for complex incidents.
Candidates must lead incident response activities, handle customer complaints professionally, and coordinate with cross-functional teams to resolve issues efficiently.
The position involves defining and tracking team KPIs aligned with business objectives while supporting sales teams with new customer enquiries and renewals.
Matching Summary
Match Score: 85
The role requires managing end-to-end case management including assessment, engineer assignment, and resolution tracking for complex incidents.
Skills & Requirements
Must-have
10-15 years IT industry experience
5+ years managerial role experience
Technical support or service operations management
Cross-functional team leadership
High-level escalation handling
Customer-facing stakeholder management
Nice-to-have
Carrier network architecture experience
Telecom delivery environment background
Digital transformation project leadership
Process improvement initiative drive
After-hours remote support availability
Key Requirements
Minimum 10-15 years IT industry experience
At least 5 years in a managerial role
Degree in IT, Engineering, or related field
Experience in carrier network architecture (advantage)