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

• Bachelors 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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.