Manager - Global Customer Service Operations

Broad outline of the Role

Highly skilled Network Professional with deep expertise in SD-WAN, Ethernet, IP, MPLS, BGP, and other core enterprise network technologies. The candidate will have hands-on experience in designing, implementing, and optimizing large-scale enterprise networks, ensuring high availability, performance, and security. A strong understanding of routing protocols, WAN optimization, and service provider environments is essential.

Minimum Qualifications Experience

Bachelors or masters degree in computer science, Information Technology, Electronics Communication, or a related field.

10-15 years of relevant experience.

Other Knowledge Skills

• In-depth knowledge of multicast deployment, management, and troubleshooting.
• SD-WAN: Versa / Fortinet / Cisco Catalyst
• Routing Switching
• Cloud: AWS / Azure / OCI / GCP
• Security: Fortinet / Check Point / Cisco / Palo Alto
• CCIE or equivalent advanced certification.
• Excellent customer handling ability.
• Should have dealt with large team sizes.
• Experience in building process efficiency.

Key Responsibilities

1. Act as a customer-facing technical lead for the design and migration of enterprise network services, including SD-WAN and MPLS-based solutions.
2. Conduct customer solution audits and maintain post-sales design documentation to ensure it accurately reflects the live and in-life service status.
3. Provide support for in-life MACDs (Moves, Adds, Changes, Deletes), including complex and commercial design changes, by working as part of a triage and delivery team to assess the impact of requests and evaluate incremental business proposals.
4. Collaborate with service assurance teams to drive improvements in customer service experience and ensure consistent service quality.
5. Attend service review meetings to assess customer feedback and perceived pain points, providing technical recommendations and driving actions to improve service quality and performance.
6. Work in close collaboration with cross-functional teams (CFTs) to enhance the customer experience by driving the execution of actions identified through Service Improvement Planning (SIP) initiatives.
7. Lead repeat ticket analysis for enterprise customers by conducting thorough Root Cause Analysis (RCA) and implementing Preventive and Corrective Actions (PCA) to reduce recurring incidents and network faults.
8. Act as the L4 escalation point for complex network design issues, ensuring timely and effective resolution of critical service-impacting problems.
9. Provide strategic advisory to enterprise customers, recommending network enhancements to optimize current operations and ensure scalable, future-proof architecture.
10. Validate and approve critical network changes, ensuring seamless rollouts with minimal disruption to customer services.
11. Drive post-sales technical design modifications by collaborating with cross-functional teams to deliver customized network improvements aligned with evolving customer requirements.