Process Manager - Telecom : Networking

Technology, Data & Digital · IT Infrastructure & Security · Network Administration

In short

This role focuses on managing a team to ensure customer satisfaction and efficient telecom network operations. The Process Manager drives SLA adherence, process compliance, and team performance through continuous improvement, coaching, and handling complex issues.

Responsibilities

Oversee telecom network customer satisfaction management by monitoring SLA-driven workflows and analyzing network performance data.
Guide the team in addressing complex service availability incidents using advanced troubleshooting techniques.
Manage process compliance and regulatory controls in telecom network operations.
Facilitate regular team reviews, provide coaching on 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

Supercharge your potential, find your career, and find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

Skills

Telecom Networking OperationsCustomer Satisfaction ManagementSLA ManagementRegulatory ComplianceRisk ManagementData AnalysisProcess ImprovementTeam CoachingITILTM Forum

#telecom#networking#process management#customer satisfaction#SLA#compliance#team leadership#troubleshooting

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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