Career in Nepal| Assistant Manager

Job Action

Communications

Management

Job Description:

Build and lead high-performing technical support and field operations teams. Mentor supervisors to ensure adherence to standard operating procedures, maintain technical excellence, and promote a customer-centric culture.
Directly handle critical technical escalations using expertise in networking (e.g. Routing protocols, VLANs), optical networks (e.g. GPON, Active Fiber), and value-added services (e.g. Enterprise Networking, Enterprise Wi-Fi), ensuring minimal service downtime for enterprise customers.
Engage directly with enterprise customers during high-priority escalations. Deliver timely technical assistance and updates through customer communication platforms to ensure resolutions and satisfaction.
Refine standard operating procedures and implement automation within ticketing systems to streamline issue resolution and consistently meet SLAs.
Analyze KPIs using ticketing and performance tracking tools. Prepare and present reports to senior management on team performance, escalation outcomes, and process improvements.
Work with cross-functional internal teams (e.g. Support, Sales, Field operations, NOC, Systems, Logistics) and external partners to incorporate feedback, enhance service offerings, and align with organizational goals.
Deliver ongoing training on technical skills, operational procedures, and customer communication. Stay updated on telecom and networking trends to enhance team capabilities and service quality.

Experience of 6+ years in technical operations or support management in the telecommunications or ISP industry.
Proven track record of leading multiple teams in high-pressure environment, preferably in the telecommunications or ISP industry.
Excellent leadership and team management skills, with a track record of motivating and developing technical support professionals.
Strong technical acumen and understanding of internet and networking technologies.
Demonstrated problem-solving skills, particularly in managing complex customer issues and escalations.
Ability to thrive in a fast-paced environment and manage multiple priorities with a focus on delivering high-quality support to enterprise customers.