Managed Services Lead for Telecom applications

Position Title: Managed Services Lead for Telecom applications

Work Location: Mohali

Experience : 8 to 12 Years

Share cv at - [Confidential Information]

Job Summary:

Role Overview:

The Managed Services Lead will oversee managed services for software projects in bulk messaging gateways and contact center applications, with a focus on operational excellence and client satisfaction. This role combines technical proficiency in voice and SMS applications with strong operational leadership and a proactive approach to driving service improvements and identifying business opportunities from within existing operations.

Key Responsibilities:

Managed Services Operations: Drive and optimize managed services for bulk messaging and contact center applications, ensuring high availability, performance, and reliability of services in alignment with client expectations.

Customer Relationship Management: Act as the primary contact for clients, managing service quality, addressing escalations, and building trust-based relationships that enhance customer satisfaction and retention.

Issue Management & Continuous Improvement: Develop processes for identifying, tracking, and resolving operational issues efficiently. Proactively address recurring issues with a focus on root cause analysis and long-term solutions.

Opportunity Development from Operations: Recognize and capitalize on operational challenges by transforming them into potential service improvement or upsell opportunities, leveraging insights from customer feedback and issue trends.

Service Innovation & Enhancement: Constantly seek ways to improve service delivery, enhance operational processes, and introduce innovative solutions to add value to the client experience.

Technical Expertise: Provide expert guidance on critical telecom protocols, particularly SMPP and SIP, to ensure the effective operation and troubleshooting of SMS and voice applications.

Operational Excellence & Compliance: Implement best practices in managed services, ensuring compliance with SLA requirements and establishing metrics to track and report on service performance.

Team Leadership: Lead and mentor a team of service engineers, coordinating activities, setting performance goals, and creating a culture of accountability and continuous improvement.

Technical Skills Required:

Telecom Protocols: In-depth knowledge of SMPP and SIP, critical for the seamless operation of SMS and voice applications.

Linux Proficiency: Strong skills in Linux-based systems to support efficient troubleshooting and system management.

Messaging & Voice Applications: Extensive experience in managing SMS gateways, voice applications, and contact center technologies.

Management Skills:

Operational Problem Solving: Ability to identify, assess, and address operational issues quickly, implementing solutions that prevent future occurrences.

Customer Management & Upselling: Skilled in managing customer interactions, understanding client needs, and identifying upsell opportunities based on service delivery insights.

Strategic Thinking in Managed Services: Proactively seeks opportunities to evolve managed services into value-added offerings, positioning them as business opportunities rather than just technical solutions.

Team Development: Strong leadership in team coordination, mentorship, and creating an environment that fosters growth and accountability.

This role is ideal for a proactive leader who thrives on optimizing managed services, transforming operational challenges into business opportunities, and building strong customer relationships within the telecom software domain.