Deputy Manager, Operations

Job Title:

Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:

• Obsess about Network Performance and Quality of Customer Experience
• Driving Incident, Change and Problem Management process.
• Preparing reports and analyzing network performance to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
• Creating process and technical documentation
• Work under high pressure situations and manage demanding clients.
• In conjunction with the afore mentioned responsibilities the NOC Supervisor is expected to oversee training, troubleshooting, monitoring and managing efficiency as the NOC Specialist’s first point of escalation for the team.
• Leading Major Incident Bridge calls & ensuring timely & progressive NOC updates.
• Reviewing Opportunity arrears & suggesting process improvisation techniques & automation.
• Managing Business Reviews & SIP meets.
• RCA Management.
• Performance Management & Coaching of direct reportees.
• Network Operations Center (NOC) is responsible for maintaining 7x24/365 uptime and availability for Network Infrastructure.
• Continual service & process improvement.

Key Skills and knowledge:

• Experience and overview of Network Technologies.
• Well versed with ITIL processes (Incident, Change and Problem)
• Technology & process certifications (CCNA/CCNP/JNCIA/ITIL) or its equivalent
• experience required.
• Strong understanding and hands on experience of  GPON/FPON, Routing & Switching
• Well versed with Networking concepts, Data Center processes, Cabling, Asset management
• Should have managed a team up to 12-15 members in current, previous roles
• Good presentation and communication skills
• People & Good decision making skills.

Educational qualification:Graduate

Disclaimer:-

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'

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