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.