Deputy Manager-Telco L1 Support & IT Operations

Job Description

Title: Deputy Manager-Telco L1 Support & IT Operations

Company Name: LANCESOFT BD LIMITED

Vacancy: 1

Age: Na

Job Location: Anywhere in Bangladesh

Salary: Tk. 30000 (Monthly)

Experience: --

Published: 2026-08-18

Application Deadline: 2026-08-23

Education:

Requirements: --

Skills Required:

Additional Requirements:

Responsibilities & Context:

§  Own end-to-end L1 support operations across critical Telco OSS/BSS applications and services.

§  Head day-to-day operations including incident, request, escalation and event management.

§  Ensure adherence to agreed SLAs. KPIs. 0LAs and operational targets. with continuous improvement.

§  Provide strong L1 operational governance. including shift performance, ticket backlog, ageing, productivity and qualify.

§  Own and drive service delivery low effective incident escalation, prioritisation and resolution coordination with L1/L3, engineering and vendor teams.

§  Lead RCA, problem management and corrective/preventive actions for major and recurring incidents.

§  Establish and maintain operational dashboards and provide daily/weekly/monthly service reports.

§  Act as a key point of contact for customer and senior stakeholder governance, including service reviews and escalations

§  Drive service improvement initiatives, automation opportunities and operational efficiency across the L1 function.

§  Ensure adherence to ITIL processes. security policies, change management and compliance requirements.

§  Manage and mentor the L1 support team, including capacity planning, shift rosters, performance management and competency development.