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Enterprise Services Support Manager

2 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar Vodafone Full time

Job Description
Enterprise Technical Support Manager has overall Telecom industry experience in Fixed Enterprise service with multiple technologies like internet services, leased lines, WDM, Security, SIP-T, M2M, IPTV and IOT. Enterprise team is responsible for provisioning, configuration, incident management, change management…etc. He should have the capability to manage teams with different skillset, multiple Technologies, onboarding new products, multiple large-scale projects, Customer Communications, and cross-functional teams, maintaining excellence service and maximum customer satisfaction. Define operation strategy with respect to new Enterprise services and products.

Responsibilities

  • Manage the Enterprise team's day-to-day operations and activities, ensuring smooth and efficient performance across all functions.
  • Serve as a key liaison between technology and business divisions, bridging communication for all enterprise requests, complaints, and new product initiatives.
  • Ensure all work processes are implemented effectively and in compliance with established standards and procedures.
  • Act as the Service Management SPOC with Business, Product, and CxO teams for new product introductions, process enhancements, customer communications, and meetings.
  • Collaborate closely with design and product teams to support the onboarding of new products and services.
  • Lead and participate in customer meetings, vendor governance sessions, and performance reviews.
  • Oversee process validation and enhancement, closing operational gaps across corporate teams.
  • Validate all technical changes from internal and cross-functional teams (Core, IP, Transmission, etc.) to ensure business and customer alignment.
  • Enforce adherence to the change management process within the team.
  • Engage early in complex delivery projects with stakeholders (Sales, Presales, Technology Solutions, and Delivery teams) to ensure alignment and successful execution.
  • Identify and mitigate operational and delivery risks.
  • Ensure the Service Management team is fully onboarded and trained on new products and services.
  • Lead incident management efforts, ensuring SLA compliance and timely resolution for all enterprise services (CI, IPVPN, EVPN, DDOS, DWDM, IoT, etc.).
  • Oversee proactive monitoring activities, ensuring timely action on alarms and conducting regular health checks to prevent outages.
  • Develop and oversee preventive maintenance schedules; validate vendor performance reports for accuracy in monthly invoicing.
  • Drive continuous improvement by identifying and implementing process optimization opportunities.
  • Manage escalated customer and business complaints promptly and ensure adherence to quality assurance standards.
  • Keep management well informed on operational performance, maintenance issues, and customer-related updates.
  • Represent the Enterprise team in customer meetings and calls, ensuring consistent communication and service excellence.

Qualifications

  • Bachelor's degree in Telecom/ Electrical/ Electronic Engineering, CS/IT related fields.
  • At least 10 years of proven experience working in a large-scale telecom carrier/vendor and/Enterprise operations environment in similar profile.
  • Must have knowledge in IP Routing & Switching, SDWAN, Transmission, IOT, IPTV, CS&PS core…etc
  • ITIL or PRINCE2 certifications are preferable