Process Manager

Key Responsibilities

• Lead and mentor a team of L1 Operations Specialists.
• Monitor daily queue health and workload distribution.
• Conduct shift briefings and operational handovers.
• Provide real-time coaching and floor support.
• Monitor adherence to schedules and productivity targets.
• Support onboarding and training of new team members.
• Handle complex contractor validation scenarios.
• Review and approve exception requests.
• Coordinate with field operations, engineering, and customer teams.
• Ensure critical work authorizations are completed within SLA.
• Perform operational risk assessments when required.
• Review audit findings and implement corrective actions.
• Identify and support AI-enabled and automation-led transformation initiatives.
• Serve as the primary escalation point for L1 analysts.
• Provide operational insights and trend analysis.

Required Qualifications

• Bachelor's degree preferred.
• 5–7 years of experience in telecom operations, network provisioning, service orchestration, or NOC.
• Minimum 2 years of team leadership experience.
• Readiness to work in 24x7 environment

Preferred Skills

• Strong understanding of telecom service activation and provisioning.
• Knowledge of network operations and governance processes.
• Experience with workflow and ticketing systems.
• Working knowledge of ITIL Incident and Change Management.
• Strong analytical and decision-making skills.
• Excellent stakeholder communication.