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.

2. 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.

3. 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.

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.