مدیر ارشد پشتیبانی عملیاتی کسب‌وکار سازمانی

Job Description

• To establish and maintain proper communication links among Technical teams, CR division, account manager, and the business customer to ensure that high-value customers’ issues are escalated and followed up promptly
• To supervise E2E service configuration /termination process for all EB technical services range for all EB technical services range: APN, VPN+, POC, MWs Configuration, IP, etc.
• To supervise CPE (Customer Premise Equipment) configuration and service provisioning at the customer premises for banks and any other VIP customers.
• To supervise EB contractors who are responsible for modem installation and service support throughout their lifecycle (Managing the tickets assignment between different vendors, supervising to Investigate the problems during the contractor's operation
• To oversee and accelerate the escalation process for critical technical issues of VIP business customers in collaboration with CR and other related teams.
• To ensure proper support is always available for EB VIP customer support 24/7.
• To collaborate with EB Quality to prepare regular reports on the status of EB customers’ tickets and the average time to resolve the issues
• To ensure all customer technical fulfillment/assurance processes are foreseen before a new product is integrated into the enterprise product portfolio
• To participate in all NWG team projects that affect/change EB customers’ network
• To manage involved teams in enhancing technical SLAs with Enterprise Business customers.
• To ensure technical SLAs with high-value business customers are met and they have a seamless use experience
• To collaborate with various teams and ensure all engineering, sales, and operational aspects related to delivering successful EB services to EB customers are met.

Requirements:

• Bachelor's degree in Commerce (Marketing, Finance), Industrial Engineering, Telecommunications, IT, or related fields; an MBA degree or a Master’s degree in related fields is an advantage
• Full proficiency in English.
• Management track record of 5 years or more in the telecommunications industry or adjacent markets.
• Experience in leading cross-functional teams, fostering collaboration between different departments (e.g., technical support, sales, operations).
• Experience in implementing customer feedback systems to improve service quality continuously.
• In-depth understanding of telecom products and solutions, including mobile networks, fixed-line services, broadband, data centers, cloud services, and enterprise-level connectivity solutions.
• Proficiency in telecom software platforms (e.g., CRM systems, BSS/OSS systems, and network management tools), allowing for streamlined service delivery and operational support.