Senior Executive; Customer Support (Technology)

Job Description

Title: Senior Executive; Customer Support (Technology)

Company Name: BRACNet Limited

Vacancy: --

Age: Na

Job Location: Dhaka

Salary: Negotiable

Experience:

• 3 to 5 years
• The applicants should have experience in the following business area(s): ISP

• Bachelor of Science (BSc) in Computer Science & Engineering
• Bachelor of Science (BSc) in Electronics and Telecommunication Engineering
• Master of Science (MSc) in Computer Science & Engineering
• North South University,Ahsanullah University of Science and Technology,BRAC University,Islamic University of Technology students will get preference

• 3 to 5 years
• The applicants should have experience in the following business area(s): ISP

Change Driver mindset with proactive leadership to push transformation across legacy support culture.

Strong email articulation, escalation handling & stakeholder management (CXO level).

Working knowledge of Enterprise WAN, IP/MPLS, Layer-2/3 VPNs, failover topology & hybrid network design.

Ability to instill discipline, coach team and build a structured service chain.

Exceptional multitasking, decision-making under pressure & deadline management.

Vendor governance, strong negotiation skills & ability to enforce accountability.

Experience handling critical service portfolios (Banking/Financial/NBFI) is strongly preferred.

• Lead front-line coordination with Financial Institutions to ensure flawless delivery, resiliency and SLA uptime of nationwide data circuits.

• Act as Service Owner, proactively anticipating risks and deploying preventive interventions rather than reactive support.

• Drive end-to-end project ownership for new link activation, migrations and upgrades across L3, L2 & last-mile partners (ISP/NTTN/LSP).

• Build and enforce process-oriented, zero-excuse service management culture across support desk, field team and backend NOC, ensuring “one-stop” ownership for customers instead of departmental handover.

• Initiate and manage change requests, network improvements and redundancy planning with the aim of hitting five-nines availability for all Banking clients.

• Draft decisive, well-structured, professional client and vendor communications (incident RCA, outage update, migration notice & service improvement proposal).

• Establish real-time operational dashboards and reporting discipline for internal escalation, weekly service posture, trend analysis & SLA compliance.

• Provide hands-on leadership to the support team, coaching them to become service assurance ambassadors & customer-centric professionals – not passive call loggers.

• Maintain immaculate documentation and enforce SOPs around activation, troubleshooting, migration and upgrade cycles.

• Coordinate emergency/after-hour escalations ensuring no single point of dependency, creating round-the-clock service sustainability.

• Partner with Technology, SCM & Management to identify automation opportunities and implement service innovations.

• T/A,Profit share,Provident fund,Gratuity,Weekly 2 holidays,Mobile bill
• Salary Review: Yearly
• Festival Bonus: 2