Technical Support Lead

eClerx; Navi Mumbai; Presencial; INR 1.800.000 - 3.200.000; Jornada completa

Descripción de la vacante

eClerx in Mumbai is hiring an experienced Operations Team Manager to lead a high-performing Network Service Orchestration group responsible for end-to-end service provisioning, workflow orchestration, and operational excellence.

You will guide a 24x7 enterprise-focused team, ensure SLA/OLA compliance, drive automation, and foster continuous process improvement while mentoring staff and coordinating with engineering, vendors, and customers.

Formación

• 8+ years in contact center / BPO / service desk operations for global customers.
• Experience in ISP/telecom or data centre support preferred.
• Hands on with ticketing systems, case management, ACD platforms, and CRM tools.
• Excellent spoken and written English; communicate with global stakeholders.
• Ready to work in 24x7 rotational and night shifts aligned to US time zones.

Responsabilidades

• Lead and manage a team of Network Service Orchestration Engineers operating in a 24x7 environment.
• Drive adherence to contractual SLAs, OLAs, and KPIs.
• Manage workload balancing and resource allocation across shifts.
• Monitor operational queues and ensure proactive backlog management.
• Conduct daily operational reviews and shift handovers.
• Monitor escalation trends, SLA performance, and service quality for continuous improvement.
• Design and author response playbooks, escalation protocols, and service assurance processes.
• Coordinate with Engineering, Field Operations, Vendors, Customers, and Incident Management teams.
• Participate in preparing incident reports and RCAs, track corrective and preventive actions.
• Recruit, coach, mentor, and develop team members; conduct performance reviews.
• Identify automation opportunities across orchestration workflows.
• Lead bridge calls during critical customer-impacting events.

Conocimientos

Team leadership

24x7 operations

English communication

Ticketing systems

CRM tools

Automation

Incident management

Power BI/Tableau

Educación

Bachelor’s degree in IT/Telecommunications

Herramientas

ServiceNow

Salesforce

OSS/BSS platforms

Descripción del empleo

Job Title: Service Orchestration

Location: Mumbai - Work from Office.
Shift: 247 Rotational (US & International Time Zones) Notice Period

Experience 10+ years

Role Summary

eClerx is seeking an experienced Operations Team Manager to lead a high-performing Network Service Orchestration team responsible for end-to-end service provisioning, workflow orchestration, and operational excellence.

The ideal candidate will possess strong leadership capabilities, telecom/network operations expertise, and experience managing 24x7 operational teams supporting enterprise network services. This role requires balancing operational performance, customer satisfaction, SLA compliance, automation adoption, and continuous process improvement.

The Operations Team Manager will serve as the primary people leader responsible for team performance, service quality, stakeholder communication, and operational governance.

Key Responsibilities

• Lead and manage a team of Network Service Orchestration Engineers operating in a 24x7 environment.
• Drive adherence to contractual SLAs, OLAs, and operational KPIs.
• Manage workload balancing and resource allocation across shifts.
• Monitor operational queues and ensure proactive backlog management.
• Conduct daily operational reviews and shift handovers.
• Monitor escalation trends, SLA performance, and service quality to support continuous improvement.
• Design and author response playbooks, escalation protocols, and service assurance processes
• Participate and author designing processes and training materials
• Coordinate with Engineering, Field Operations, Vendors, Customers, and Incident Management teams
• Participate in preparing incident reports and RCAs, track corrective and preventive actions
• Participate and recruit, coach, mentor, and develop team members.
• Conduct performance reviews and career development planning.
• Identify automation opportunities across orchestration workflows.
• Lead bridge calls during critical customer-impacting events.

Qualifications & Experience

• Bachelor’s degree in IT, Telecommunications, or a related discipline (preferred).
• 8+ years of experience in contact center / BPO / service desk operations, supporting global (US/international) customers.
• Prior experience in ISP, telecom, or data centre support environments is strongly preferred.
• Excellent spoken and written English; ability to communicate clearly with global stakeholders.
• Ready to work in 247 rotational and night shifts aligned to US time zones.
• Hands on experience with ticketing systems, case management, ACD platforms, and CRM tools
• Understanding of incident management and SLA driven support models.

PREFERRED SKILLS:

• Experience with Agentic AI and AI-assisted operations.
• Experience using ServiceNow, Salesforce, or telecom OSS/BSS platforms.
• Ability to interpret operational dashboards using Power BI, Tableau, or similar BI tools.
• Experience defining automation requirements for orchestration workflows and collaborating with development teams.
• Exposure to network monitoring tools, outage dashboards, and service assurance metrics.
• Experience supporting enterprise or businesscritical services.
• ITIL or service management certification is a plus.