Hyderabad · Director
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JD About the Role:
We are looking for a highly skilled Technical Operations Lead to act as the key technical & operational expert and a single point of contact for clients.
As an Operations Manager, you will be the bridge between our frontline support team and the Stakeholder Program Manager. You will dive deep into complex technical issues, provide guidance and mentorship to our support engineers, and drive improvements in our operational processes to enhance the client’s experience. If you are a problem-solver who loves to troubleshoot, teach others, and build efficient systems, this role is for you.
Responsibilities:
Serve as the primary technical escalation point (Level 2) for the existing support team, resolving complex partner issues
Triage, investigate, and troubleshoot intricate technical problems, and escalate to internal engineering teams only when necessary.
Mentor and coach existing support engineers, improving their technical proficiency, logical reasoning, and communication skills through case reviews and direct feedback.
Analyze support ticket trends and operational workflows to identify and implement process improvements, reducing resolution times and improving client satisfaction.
Ability to automate things in the possible areas.
Act as a subject matter expert on product functionality and best practices.
Develop and maintain internal knowledge base articles and technical support documentation.
Manage communications for high-priority partner issues, ensuring timely resolution and a positive client experience.
Champion Root Cause Analysis (RCA) initiatives to prevent recurrence of critical incidents and identify opportunities for proactive measures.
Minimum Qualifications:
Bachelor's degree in Computer Science, a related technical field, or equivalent practical experience.
Total of 12+ years, of which 5+ years of experience in an email based technical support, developer support , or solutions engineering role.
Experience working in telecom domain expertise in IMS, SIP, VoLTE
Proficient in release management activities, SDLC, People management and Risk Management
Exceptional verbal & written communication, comprehension, and logical reasoning skills, with an ability to explain complex technical concepts to both technical and non-technical audiences.
Ability to read and understand code snippets in common languages (e.g., Java, Python, Node.js) to assist partners with their implementations.
A strong sense of ownership and a passion for improving processes and customer experiences.
Preferred Qualifications:
Proven experience troubleshooting complex technical issues telecom environments
Demonstrated ability to work independently as a self-starter and a solution-seeker.
Experience mentoring or leading a technical support team.
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