Process Manager - Telecom : Networking

Teknik, data och digitalt · Mjukvaru- och webbutveckling · Mjukvaruutveckling

I korthet

This role manages a team focused on post-sales telecom network operations to ensure customer satisfaction and efficient processes. Responsibilities include driving SLA adherence, compliance, team performance, and handling complex customer issues as a primary point of escalation.

Ansvarsområden

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.

Krav

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.

Önskade kvalifikationer

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

Förmåner

Supercharge your potential at HCLTech.
Find your career and spark.
A place that puts its people first.
Work with a global technology company with over 223,000 employees across 60 countries.

Färdigheter

Telecom Networking OperationsCustomer Satisfaction Management ToolsSLA ManagementRegulatory ComplianceRisk ControlsData AnalysisTelecom Network Performance Reporting ToolsProcess ImprovementTeam Coaching

#telecom#networking#process management#customer satisfaction#SLA#compliance#operations

Om 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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