Process Manager
Key Responsibilities
- Lead and mentor a team of L1 Operations Specialists.
- Monitor daily queue health and workload distribution.
- Conduct shift briefings and operational handovers.
- Provide real-time coaching and floor support.
- Monitor adherence to schedules and productivity targets.
- Support onboarding and training of new team members.
- Handle complex contractor validation scenarios.
- Review and approve exception requests.
- Coordinate with field operations, engineering, and customer teams.
- Ensure critical work authorizations are completed within SLA.
- Perform operational risk assessments when required.
- Review audit findings and implement corrective actions.
- Identify and support AI-enabled and automation-led transformation initiatives.
- Serve as the primary escalation point for L1 analysts.
- Provide operational insights and trend analysis.
Required Qualifications
- Bachelor's degree preferred.
- 5–7 years of experience in telecom operations, network provisioning, service orchestration, or NOC.
- Minimum 2 years of team leadership experience.
- Readiness to work in 24x7 environment
Preferred Skills
- Strong understanding of telecom service activation and provisioning.
- Knowledge of network operations and governance processes.
- Experience with workflow and ticketing systems.
- Working knowledge of ITIL Incident and Change Management.
- Strong analytical and decision-making skills.
- Excellent stakeholder communication.