Process Manager - Telecom : Networking

Technology, Data & Digital · Software & Web Development · Software Engineering · Web Development

In short

Manage telecom network post-sales operations to ensure customer satisfaction targets and efficient processes. This role involves leading a team, driving SLA adherence, handling complex customer issues, and fostering continuous improvement. The Process Manager will also collaborate with internal stakeholders and champion team development.

Responsibilities

Oversee telecom network customer satisfaction management by monitoring SLA-driven workflows, analyzing customer network performance data, and ensuring timely resolution of service issues.
Guide the team in addressing complex service availability incidents using advanced troubleshooting and solution mindset methodologies.
Manage process compliance and regulatory controls in telecom network operations, implementing updates to risk controls.
Facilitate regular team reviews, provide coaching on telecom process best practices, and promote upskilling.
Collaborate with sales, solutions architecture, and IT teams for seamless order delivery and process bottleneck identification.
Lead customer communications for escalated operational matters.
Track rolling revenue forecasts and cost management within the telecom process area.

Requirements

In-depth knowledge of Telecom Networking Operations and Customer Satisfaction Management Tools.
Solid understanding of Telecom SLA Management, Regulatory Compliance, and Risk Controls.
Strong Communication Skills for effective team guidance and customer interaction.
Solution Mindset with demonstrated ability to resolve complex operational issues.
Proficiency in Data Analysis and Telecom Network Performance Reporting Tools.
Experience in Process Improvement and Team Coaching within a Telecom Environment.

Desired Qualifications

ITIL Foundation certification (optional but valuable).
TM Forum or similar telecom process management certification (optional).

Benefits

Opportunity to work at a global technology company with a strong focus on employee potential and well-being.
Access to a broad portfolio of technology services and products.
Work with clients across major verticals including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.

Skills

Telecom Networking OperationsCustomer Satisfaction ManagementSLA ManagementRegulatory ComplianceRisk ManagementCommunication SkillsProblem SolvingData AnalysisProcess ImprovementTeam CoachingITILTM Forum

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About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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