Managed Infrastructure Manager

Job Description

• Case Management: Assess incoming cases, engineer assignment, and monitor resolution progress.
• Internal & Cross-Department Coordination: Handle internal escalations, provide guidance, and collaborate with other departments.
• Escalated Case Support: Manage complex or irregular cases caused by urgency, manpower shortages, or incomplete information.
• Incident Response & Complaint Handling: Lead incident response efforts and address customer complaints professionally.
• Process Improvement: Streamline internal processes (e.g., subscription validity misalignment) and implement best practices.
• DX Initiatives: Drive or initiate digital transformation projects to enhance customer and employee experience.
• Service Quality Control: Conduct regular checks on due diligence daily tasks and implement corrective measures.
• Sales Support: Handle inquiries from new customers or renewal requests, collaborating with sales teams.
• KPI Planning & Management: Define, execute, and monitor KPIs for the support team, ensuring alignment with organizational goals.
• Staff Performance Management: Set individual KPIs, conduct appraisals, and provide coaching to improve performance.
• Service & Product Design: Contribute to service and product design planning, leveraging customer feedback and support insights.

Job requirements

• At least 10-15 years of experience IT Industry with a minimum of 5 years of managerial experience.
• Proven experience in technical support management.
• Strong leadership, communication, and problem-solving skills.
• Ability to manage cross-functional teams and complex escalations.
• Experience working in a customer-facing role.
• Strong Experience in carrier Network Architecture and Telecom Delivery Environment will be a plus point.
• After working hour support: to handle remote coordination for emergency or high priority cases
• Bachelor's degree in IT, Engineering, or related field.