Manager-Service Operations Centre

Manager-Service Operations Centre

Job Requirements

• Acts as the final escalation point of contact for all clients (Telco, ISP & Government) and relevant internal stakeholders to understand requirements and coordinate faster resolution through effective cross-functional collaboration.
• Attends customer meetings and coordinates client requirements with internal teams to ensure proper alignment and timely delivery.
• Prepares, analyzes, and ensures the timely sharing of analytical reports (daily, weekly, monthly, quarterly, and yearly) for both internal and external stakeholders.
• Leads, manages, and mentors the Client Service Operations team to ensure service excellence and operational efficiency.
• Ensures timely fault escalation and resolution to maintain SLA compliance and minimize service downtime.
• Ensures team members receive proper training and development support to enhance skills and career growth.
• Works closely with the team to drive performance and ensure achievement of KPI targets.
• Actively contributes to continuous improvement initiatives, including process optimization, automation tool development, and implementation of new EMS features.

Educational Requirements

• B.Sc. in EEE/ETE/ECE/CSE from any reputed public and private university

Experience Requirements

• At least 10 years of relevant experience

Additional Requirements

• Strong leadership to guide teams, ensure accountability, and drive performance and development
• Effective decision-making skills to resolve conflicts and manage operational risks
• KPI-driven mindset with focus on productivity and goal alignment
• Strong stakeholder and enterprise client management skills
• Expertise in SLA/KPI compliance, incident and RCA management
• Solid knowledge of electrical distribution systems, IP, DWDM, transmission, power systems, and EMS/NMS
• Strong capability in reporting, analytics, and KPI dashboard management
• Ability to drive process improvement, automation, and effective client communication

Compensation & Other Benefits

• Mobile bill, Provident fund, End of Service Benefits, Weekly 2 holidays
• Lunch Facilities: Partially Subsidize
• Salary Review: Yearly
• Festival Bonus: 2
• Life Insurance, Medical Insurance, Welfare Fund. 

Job Location: Gazipur, Kaliakair, High Tech Park (KHTP) 

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