Network Operations Manager

Zynetic Electric Vehicles Charging; Sector 10; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Zynetic Electric Vehicles Charging in Noida, UP, India, is seeking a NOC leader to own charger health, uptime and availability across diverse networks. You will monitor live status, handle faults via OCPP, and coordinate firmware upgrades with OEMs.

You will also run the India support desk, triage connectivity issues, manage field technician coordination, and drive process improvements with the UAE leadership. This role is on-site in Noida and requires strong coordination skills.

Responsibilities

• Own the health, uptime and availability of chargers across all Zynetic-operated and Zynetic-managed networks AC and DC, across multiple OEMs and geographies.
• Monitor the network live through the Zynetic CMS: status notifications, heartbeats, boot notifications, connector states, offline chargers and failed sessions.
• Diagnose and resolve faults remotely over OCPP 1.6J / 2.0.1 soft and hard reset, trigger message, get diagnostics and logs, change configuration, unlock connector, remote start/stop transaction, change availability, firmware update.
• Read and act on OCPP error codes and drive root cause and closure.
• Triage connectivity problems
• Maintain an asset register: every site, charger, connector, OEM, serial, firmware version, SIM, tariff and commissioning status.
• Plan and run firmware upgrade campaigns with charger OEMs, with post-upgrade verification on every unit.
• Escalate to charger OEMs and hold them to warranties, spares and SLA commitments.

Job description

Network Monitoring & Remote Diagnostics

• Own the health, uptime and availability of every charger across all Zynetic-operated and Zynetic-managed networks AC and DC, across multiple OEMs and geographies.
• Monitor the network live through the Zynetic CMS: status notifications, heartbeats, boot notifications, connector states, offline chargers and failed sessions.
• Diagnose and resolve faults remotely over OCPP 1.6J / 2.0.1 soft and hard reset, trigger message, get diagnostics and logs, change configuration, unlock connector, remote start/stop transaction, change availability, firmware update.
• Read and act on OCPP error codes (ground failure, over-current, EV communication error, connector lock failure, power meter failure, under/over voltage) and drive every one to root cause and closure.
• Triage connectivity problems
• Maintain a complete, always-current asset register: every site, charger, connector, OEM, serial, firmware version, SIM, tariff and commissioning status.
• Plan and run firmware upgrade campaigns with charger OEMs, with post-upgrade verification on every unit.
• Escalate to charger OEMs and hold them to their warranty, spares and SLA commitments.

Customer Support & Service Desk

• Lead the India support desk serving EV drivers, site hosts and our B2B CMS customers.
• Define and run the L1 / L2 / L3 escalation model, ticket workflows, and response and resolution SLAs.
• Own every support channel helpline, WhatsApp, email, in-app chat and the number printed on our chargers.
• Resolve charging session disputes, failed transactions, refunds and payment reconciliation together with the finance team.
• Report first-response time, MTTR, first-time resolution rate, CSAT and repeat-fault rate — and improve them quarter on quarter.
• Build the knowledge base, SOPs, troubleshooting trees and response templates that let the team resolve faster with less escalation.

Field Technician Coordination

• Be the bridge between the NOC and field technicians, AMC partners and O&M vendors in India and the UAE.
• Dispatch a site visit only when remote resolution has genuinely failed — and when you do, brief the technician with the diagnosis, the likely part and the site access needed.
• Guide technicians live through on-site troubleshooting: resets, wiring and earthing checks, RCD/MCB and protection checks, connector and cable faults, metering and display issues.
• Track spare parts inventory, RMA cycles and OEM replacements so a fault is never waiting on a part nobody ordered.
• Coordinate site access and permissions with mall, hotel, fleet, residential and municipal hosts.
• Run the preventive maintenance calendar and verify closure with photographs, test reports and signed checklists.

Team Leadership

• Build the Noida NOC team from the ground up — hire, onboard, roster, train and appraise support executives.
• Run shift coverage and after-hours escalation with proper handover discipline and a clear escalation matrix.
• Coach your team on OCPP, charger electricals and customer communication until they can resolve independently.
• Run daily stand-ups with the team and weekly operations reviews with the Operations Head in the UAE.

Reporting, Process & Platform

• Publish daily, weekly and monthly network health and support dashboards to UAE leadership.
• Run a formal root cause analysis on every major outage, with corrective and preventive actions tracked to closure.
• Write and maintain the SOPs, incident management and change management processes the NOC runs on.
• Feed platform gaps, bugs and improvement requests from the operations floor back to our product and engineering teams.
• Support new site commissioning: onboarding chargers into the CMS, tariff and go-live verification.