Managed Service Lead for Telecom Application

Mohali
Full-Time
Senior: 7 to 10 years
Posted on Nov 23 2024

About the Job

Skills

smpp
SIP
LINUX PROFICIENCY
VAS applications
SMS GATEWAY
SLA

Job Description:

The Managed Services Lead will oversee ‘Operations and Support’ for software projects in VAS (SMS/Voice) and AI applications, with a focus on operational excellence and client satisfaction. This role combines technical proficiency in VAS applications and inclination to learn AI domain. Driving strong operational leadership and a proactive approach to driving service improvements and identifying business opportunities from within existing operations.


Key Responsibilities:

• Managed Services Operations: Drive and optimize managed services for VAS applications, ensuring high availability, performance, and reliability of services in alignment with client expectations.

• Customer Relationship Management: Act as the primary contact for clients, managing service quality, addressing escalations, and building trust-based relationships that enhance customer satisfaction and retention.

Issue Management & Continuous Improvement: Develop processes for identifying, tracking, and resolving operational issues efficiently. Proactively address recurring issues with a focus on root cause analysis and long-term solutions.

Opportunity Development from Operations: Recognize and capitalize on operational challenges by transforming them into potential service improvement or upsell opportunities, leveraging insights from customer feedback and issue trends.

• Service Innovation & Enhancement: Constantly seek ways to improve service delivery, enhance operational processes, and introduce innovative solutions to add value to the client experience.

• Technical Expertise: Provide expert guidance on critical telecom protocols, particularly SMPP and SIP, to ensure the effective operation and troubleshooting of SMS and voice applications.

• Operational Excellence & Compliance: Implement best practices in managed services, ensuring compliance with SLA requirements and establishing metrics to track and report on service performance.

• Team Leadership: Lead and mentor a team of service engineers, coordinating activities, setting performance goals, and creating a culture of accountability and continuous improvement.

Technical Skills Required:

• Telecom Protocols: In-depth knowledge of SMPP and SIP, critical for the seamless operation of SMS and voice applications. • Linux Proficiency: Strong skills in Linux-based systems to support efficient troubleshooting and system management. • Messaging & Voice Applications: Extensive experience in managing SMS gateways, voice applications, and contact center technologies.

Management Skills:

• Operational Problem Solving: Ability to identify, assess, and address operational issues quickly, implementing solutions that prevent future occurrences.

• Customer Management & Upselling: Skilled in managing customer interactions, understanding client needs, and identifying upsell opportunities based on service delivery insights.

• Strategic Thinking in Managed Services: Proactively seeks opportunities to evolve managed services into value-added offerings, positioning them as business opportunities rather than just technical solutions.

• Team Development: Strong leadership in team coordination, mentorship, and creating an environment that fosters growth and accountability. This role is ideal for a proactive leader who thrives on optimizing managed services, transforming operational challenges into business opportunities, and building strong customer relationships within the telecom software domain.


About the company

Azalio Technologies has been started to provide Public and Private cloud computing services. After doing jobs in different cloud environments of AWS, Azure, Open-stack across domains of Mobile-app, Big-data, Telecom; we felt the market demand for cloud solutions. Azalio is launched to bridge the gap of expert cloud computing work-force who are helping enterprises succeed by leveraging the power o ...Show More

Industry

IT Services and IT Consul...

Company Size

51-200 Employees

Headquarter

Sahibzada Ajit Singh Naga...

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