Assistant Manager_Operation Specialist (NM+)
Roles and Responsibilities:
Perform 1st level Incident Management & initial triage.
Provides 24/7 technical support.
Monitoring of KPI and analysis .
Drive service review and troubleshooting calls.
You will manage and lead Major Incident call and engage required stakeholders.
Works in compliance with the operational agreements and fulfils the key performance indicators of the service (speed, response time, error rate).
Escalate complex issues to higher-level support or relevant departments as needed.
Core competencies, knowledge and experience:
Ability to diagnose, Troubleshoot and resolve technical issues related to our products and Messaging services which include SMPP, HTTP, REST API
Good understanding of Powerpoint presentation.
Excellent communication skills to interact with customers and internal teams effectively.
Sufficient knowledge and hands-on on Linux and networking concepts.
Experience in 1st level support or Support Desk is added advantage.
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