Manager-Service Operations Centre

Job Description

Title: Manager-Service Operations Centre

Company Name: Fiber @ Home Ltd.

Vacancy: 1

Age: 35 to 42 years

Job Location: Gazipur (Kaliakair)

Salary: Negotiable

Experience:

• 10 to 12 years
• The applicants should have experience in the following business area(s): Telecommunication, IT Enabled Service, ISP

• Bachelor of Science (BSc) in EEE/ETE/ECE/CSE

• 10 to 12 years
• The applicants should have experience in the following business area(s): Telecommunication, IT Enabled Service, ISP

• Age 35 to 42 years

• 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.

• 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.

• Mobile bill,Provident fund,Weekly 2 holidays,T/A,Insurance
• Salary Review: Yearly
• Lunch Facilities: Partially Subsidize
• Festival Bonus: 2