Define, plan and deliver services to ensure 24x7x365 customer support
Proactive value-add customer operational assistance to ensure overall customer satisfaction and retention
Maximize the commercial value of each customer under maintenance and managed services contract with Telarix
Hire, professionally develop, and retain a high-quality, high-intensity customer support team
Work closely and manage the GSOC to ensure perfect coordination of support requests
Ensure major improvements in internal and external communication through automation
Data analysis-driven, implement relevant measurements to proactively resolve issues and implement improvements
Calibrate support investment (staff, travel/living, tools)
Review and adapt the entire scope of work of the M&MS organization to reinforce accountability and measure productivity and performance
Provide sales and marketing support when required for customer engagement and quarterly business reviews
Provide monthly and quarterly analysis of ongoing support performance

Management History
Experienced Operational Management ideally in International Voice Management
Extensive knowledge of Voice Interconnection business
In-depth understanding of Rating, Routing, Billing and Charging
Comprehensive knowledge of technical trouble shooting
Supervised a Support/Operational team member directly, with a global footprint
Demonstrated tangible and measurable improvements in the last two positions, verified by reference checks.
Successfully maintained a tenure of at least three consecutive years with the last employer.
5+ years of experience in managing a Support/Operational organization.
Constant enthusiasm for learning new technologies.
Technical qualification around SQL Server, troubleshooting, and/or debugging
Documented cases of implemented optimizations and automation to enhance productivity.

Head of Operations – Support

Key skills