Team Manager (NextGen Support - L1/L2)

• Lead, mentor, and motivate a team of L1 and L2 support professionals.
• Set clear performance expectations, monitor progress, and provide regular feedback.
• Foster a positive team culture, encouraging collaboration and knowledge sharing.

Domain Expertise:

• Preferred experience in the telecommunications industry or related domains.
• Familiarity with OTT messaging platforms is a plus.
• Stay updated on industry trends and emerging technologies.

Technical Proficiency:

• Possess a solid understanding of core technical concepts relevant to our support services.
• Collaborate with technical experts to address complex issues efficiently.
• Ensure team members are well-versed in technical troubleshooting and problem-solving.

Process Improvement:

• Identify areas for process optimization and efficiency enhancement.
• Implement best practices to streamline support workflows.
• Monitor KPIs/OKRs and drive continuous improvement.

Stakeholder Communication:

• Liaise with cross-functional teams, including engineering, product, and sales.
• Communicate effectively with internal stakeholders and external clients.

Qualifications:

• Bachelor s degree in a relevant field (e.g., Computer Science, Telecommunications).
• Minimum of 4-5 years of experience in a Team Manager role.
• Proven track record of successfully managing support teams.
• Excellent communication, leadership, and problem-solving skills.
• Ability to thrive in a fast-paced, dynamic environment.