Technical Support Architect managing customer issues related to VoLTE and IMS networks at Mavenir. Ensuring effective operations and troubleshooting of advanced telecom solutions.
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Onsite Expert Support Engineer – Cloud Applications, SaaS – Service Manager
Posted 8 hours ago
About the role
- Service Manager – Team Lead responsible for leading Service Managers and ensuring high-quality service delivery to customers. Overseeing operations and managing customer escalations in a cloud applications environment.
Responsibilities
- Lead, coach, and mentor Service Managers and support associates
- Oversee daily service operations to ensure SLA adherence and service quality
- Act as the first point of escalation for complex or high-risk customer issues
- Ensure compliance with Major Incident Management (MIM) governance
- Act as escalation contact for customer dissatisfaction and SLA risks
- Drive root cause analysis and problem management
- Identify process improvement opportunities
Requirements
- 10+ years of experience in Service Management within cloud or SaaS environments
- Strong people leadership and coaching skills
- Solid understanding of ITIL practices
- Experience in Service Management or Production Support
- Strong customer communication and escalation handling skills
- Ability to work in a 24x7, high-pressure environment
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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