Head - Security Operations - Customer Service & Operations Team - Telecom

Team - Customer Service & Operations Team

Position - Head of Security Operations

Experience - 12+ years

Band- MLP

Mission / role purpose

- Manage teams of ESC Contact Center Services Experts (recruitment, training planning, resource management, and task allocation, on call procedures, performance management & reporting).

- Deliver Customer Provisioning, configurations on CC services - moves, adds, changes right every time on time meeting or exceeding the SLAs ensuring outstanding customer experience.

- Contribute to the development of processes and procedures working with teams globally.

Experience

- 12 to 15 years of work experience in Telecom domain

- Minimum 4-5 years of people management experience

Good Understanding of the following:-

- Prior experience of managing technical teams (network technologies)

- Hands on Experience on Network configuration

Skill Profile

- Excellent customer service skills.

- Excellent leadership skills

- Exemplary people and change management skills

- Ability to build relationships with peer and management levels both with clients and the company management

Excellent interpersonal skills:-

- Good time management, organizational and communication skills

- Ability to work under pressure and deal with multiple tasks.

- Proactive, self-motivated

- Problem solving skills.

- Leadership and Matrix Management

- Operational and Financial Excellence

Education, qualifications, and certifications

- B.E in electronics and telecommunication or any other equivalent degree.

- Contact Centre (Cisco, Genesys) certification is preferred.