Manager, Support (Home Internet)
Job Description
Title: Manager, Support (Home Internet)
Company Name: Amber IT Ltd.
Vacancy: --
Age: At least 28 years
Job Location: Dhaka
Salary: Negotiable
Experience:
- 8 to 12 years
- The applicants should have experience in the following business area(s): IT Enabled Service, ISP
Published: 2025-07-08
Application Deadline: 2025-08-06
Education:
- Bachelor of Science (BSc)
Cisco: CCNA (Preferable)
Juniper: JNCIP (Preferable)
MikroTik: MTCNA, MTCRE (Preferable)
Requirements:
- 8 to 12 years
- The applicants should have experience in the following business area(s): IT Enabled Service, ISP
Skills Required:
Additional Requirements:
- Age At least 28 years
- Only Male
Professional Experience:
8–12+ years of progressive experience in network engineering, architecture, or administration within enterprise, service provider, or ISP environments.
Proven leadership in managing distributed teams
Demonstrated success in multi-vendor ecosystems (e.g., Cisco, Juniper, MikroTik)
Minimum of 5 years in a customer-facing technical support role, with at least 2 years in a leadership or managerial capacity.
Experience managing a service desk or help desk team in a networking or IT support context.
Proven track record of improving customer satisfaction metrics, reducing response times, and enhancing service delivery.
Experience driving digital transformation initiatives, such as cloud migration or network virtualization.
Required Technical Expertise:
Expert-level knowledge of LAN/WAN/VPN topologies.
Advanced proficiency in routing protocols (BGP, OSPF) and route redistribution techniques.
Expertise in GPON, XGS-PON, OLT/ONT provisioning, fiber planning, CGNAT, and Broadband Remote Access Server (BRAS) systems.
Deployment and management of enterprise Wi-Fi (Wi-Fi 7/6), cloud-managed WLANs, mesh networks, and RADIUS-authenticated access.
Experience defining, monitoring, and reporting on service level agreements (SLAs) and key performance indicators (KPIs).
Documentation, Reporting & Compliance:
Maintain comprehensive network documentation, including topology maps, IPAM, device configurations, and Standard Operating Procedures (SOPs).
Generate detailed weekly/monthly reports on network uptime, latency, link status, security incidents, and customer support metrics.
Establish robust change management frameworks, asset tracking, and backup processes.
Responsibilities & Context:
Context: We are seeking a Seasoned, Innovative, and Technically adept Manager, Support (Home Internet) to spearhead the Design, Implementation, Security, Optimization, and Governance of our Mission-critical Customer Support and Service Provider Networks. The successful candidate will champion customer-centric support strategies, ensure exceptional service quality and satisfaction while drive network reliability and performance to meet organizational and client objectives.
Core Responsibilities:
Architect, deploy, and manage scalable, secure enterprise and FTTx network infrastructure to support customer and business needs.
Drive network automation, observability, and compliance frameworks to enhance operational efficiency and regulatory adherence.
Monitor and optimize network performance metrics, Service Level Agreements (SLAs), and availability using Advanced Network Performance Monitoring (NPM) and Application Performance Monitoring (APM) platforms.
Direct incident response, root cause analysis (RCA), and High-severity troubleshooting to minimize downtime and ensure rapid resolution.
Lead Network Modernization initiatives, including IPv6 Migration, and Intent-Based Networking (IBN).Maintain comprehensive, audit-compliant documentation, including topology maps, IPAM, device configurations, and change management logs.
Oversee the delivery of exceptional customer support, ensuring high levels of satisfaction through timely and effective issue resolution.
Manage and resolve customer escalations, providing solutions that align with client expectations and business goals.
Develop and implement customer service policies and standardized support processes to enhance service delivery.
Champion a culture of service excellence, mentoring the team to prioritize customer needs and deliver tailored network solutions.
Collaborate with sales, account management, and other stakeholders to understand customer requirements and deliver customized network services.
Job Other Benifits:
- T/A,Gratuity,Mobile bill
- Salary Review: Yearly
- Festival Bonus: 2
Leave Encashment, Group Insurance
Employment Status: Full Time
Job Work Place: Work at office
Company Information:
Gender: Only Male can apply
Read Before Apply: Please apply only who are fulfilling all the requirements of this job
Category: IT & Telecommunication
Interested By University
| University | Percentage (%) |
|---|---|
| Daffodil International University (DIU) | 6.84% |
| Jahangirnagar University | 4.23% |
| American International University Bangladesh (AIUB) | 3.91% |
| National University | 3.91% |
| Dhaka International University | 3.58% |
| East West University | 2.93% |
| Stamford University Bangladesh | 2.28% |
| Southeast University | 2.28% |
| Royal University of Dhaka | 1.95% |
| University of Dhaka | 1.95% |
Interested By Age Range
| Age Range | Percentage (%) |
|---|---|
| 20-30 | 36.48% |
| 31-35 | 22.80% |
| 36-40 | 20.52% |
| 40+ | 19.54% |
Interested By Salary Range
| Salary Range | Percentage (%) |
|---|---|
| 0-20K | 9.12% |
| 20K-30K | 14.33% |
| 30K-40K | 12.70% |
| 40K-50K | 9.77% |
| 50K+ | 54.07% |
Interested By Experience Range
| Experience Range | Percentage (%) |
|---|---|
| 0 years (Freshers) | 8.14% |
| 0.1 - 1 years | 4.89% |
| 1.1 - 3 years | 10.42% |
| 3.1 - 5 years | 12.05% |
| 5+ years | 64.50% |
