Job Role Team Manager (NextGen Support L1/L2)
Overview
We are seeking an experienced and dynamic Team Manager to lead our NextGen Support team based out of Bangalore. As a Team Manager, you will play a crucial role in ensuring efficient operations, maintaining high-quality service delivery, and fostering a collaborative work environment. If you have a passion for telecommunications and technical expertise, we encourage you to apply!
Location Mumbai
Responsibilities:
Leadership and Team Management:
Lead, mentor, and motivate a team of L1 and L2 support professionals.
Set clear performance expectations, monitor progress, and provide regular feedback.
Foster a positive team culture, encouraging collaboration and knowledge sharing.
Domain Expertise:
Preferred experience in the telecommunications industry or related domains.
Familiarity with OTT messaging platforms is a plus.
Stay updated on industry trends and emerging technologies.
Technical Proficiency:
Possess a solid understanding of core technical concepts relevant to our support services.
Collaborate with technical experts to address complex issues efficiently.
Ensure team members are well-versed in technical troubleshooting and problem-solving.
Process Improvement:
Identify areas for process optimization and efficiency enhancement.
Implement best practices to streamline support workflows.
Monitor KPIs/OKRs and drive continuous improvement.
Stakeholder Communication:
Liaise with cross-functional teams, including engineering, product, and sales.
Communicate effectively with internal stakeholders and external clients.
Qualifications:
Bachelor's degree in a relevant field (e.g., Computer Science, Telecommunications).
Minimum of 4-5 years of experience in a Team Manager role.
Proven track record of successfully managing support teams.
Excellent communication, leadership, and problem-solving skills.
Ability to thrive in a fast-paced, dynamic environment.
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