Head Customer Support & Service Delivery (SS7 Telecom)

teleSys; Delhi; Hybride; INR 6 000 000 - 9 000 000; Plein temps

Résumé du poste

teleSys in Noida seeks an experienced telecom leader to head our Customer Care and Support division. You will oversee end-to-end global support for our signalling products, ensuring 24x7 availability, SLA compliance, and high customer satisfaction for Tier-1 operators.

Lead a distributed team, drive RCA and incident management, and champion AI-assisted troubleshooting to improve efficiency and service quality for Vodafone, T-Mobile, AT&T, and other partners.

Qualifications

• 15+ years of telecom industry experience, specifically in core network, signalling, or infrastructure products.
• Strong hands-on technical expertise in SS7 and Diameter signalling protocols.
• In-depth understanding of SIGTRAN, SCTP, M3UA, SCCP, TCAP, MAP, CAP, and Diameter interfaces.
• Proven track record of managing technical service delivery and customer support for global Tier-1 telecom operators.
• Strong command over SLA management, trouble ticketing, and RCA processes.
• Excellent leadership, stakeholder management, and cross-functional coordination skills.

Responsabilités

• Lead and manage a globally distributed customer support team, ensuring timely resolution of issues across different time zones.
• Act as the primary point of contact for critical customer escalations, driving structured Root Cause Analysis (RCA) and incident management.
• Own end-to-end service delivery, monitor performance metrics, and proactively prevent SLA breaches.
• Partner with QA and Engineering teams to review ATPs, pre-release testing, and defect resolution before software reaches the customer.
• Build and maintain strong operational relationships with Tier-1 telecom operators (e.g., Vodafone, T-Mobile, AT&T).
• Drive the adoption of AI tools for troubleshooting, log analysis, ticket classification, and workflow automation to improve operational efficiency.

Connaissances

SS7 signalling

Diameter signalling

SIGTRAN

SCTP

RCA processes

SLA management

Lead cross-functional

Description du poste

Location: Noida

Experience: 15+ Years

Role Summary:

We are seeking an experienced telecom leader to head our Customer Care and Support division. You will manage end-to-end global customer support operations for our telecom signalling products, ensuring 24x7 service availability, SLA compliance, and high customer satisfaction for Tier-1 mobile network operators.

Key Responsibilities:

• Support Leadership: Lead and manage a globally distributed customer support team, ensuring timely resolution of issues across different time zones.
• Escalation Management: Act as the primary point of contact for critical customer escalations, driving structured Root Cause Analysis (RCA) and incident management.
• SLA Compliance: Own end-to-end service delivery, monitor performance metrics, and proactively prevent SLA breaches.
• Release Readiness: Partner with QA and Engineering teams to review Acceptance Test Procedures (ATP), pre-release testing, and defect resolution before software reaches the customer.
• Client Management: Build and maintain strong operational relationships with Tier-1 telecom operators (e.g., Vodafone, T-Mobile, AT&T).
• AI Integration: Drive the adoption of AI tools for troubleshooting, log analysis, ticket classification, and workflow automation to improve operational efficiency.

Required Skills & Qualifications:

• 15+ years of telecom industry experience, specifically in core network, signalling, or infrastructure products.
• Strong hands-on technical expertise in SS7 and Diameter signalling protocols.
• In-depth understanding of SIGTRAN, SCTP, M3UA, SCCP, TCAP, MAP, CAP, and Diameter interfaces.
• Proven track record of managing technical service delivery and customer support for global Tier-1 telecom operators.
• Strong command over SLA management, trouble ticketing, and RCA processes.
• Excellent leadership, stakeholder management, and cross-functional coordination skills.

Good to Have:

• Experience with telecom product vendors or equipment manufacturers.
• Exposure to STP, Signalling Gateways, MNP, ENUM, and Diameter Routing/Interconnect solutions.
• Familiarity with applying AI to engineering and operational workflows.