Service Operations Team Lead

Experience: 10+ Years

Location: Noida

Department: Service Operations

We are looking for an experienced Service Operations Team Lead to manage a team of 4–6 members and deliver exceptional service to enterprise customers. The ideal candidate should possess strong expertise in customer onboarding, technical support, SLA management, and service delivery across CPaaS offerings such as SMS, Voice, WhatsApp, Email, and RCS etc.

Key Responsibilities:

·      Lead and mentor a team of 4–6 service operations professionals.

·      Manage onboarding and ongoing support for enterprise customers.

·      Handle customer escalations and ensure timely issue resolution.

·      Drive SLA compliance, TAT adherence, and customer satisfaction.

·      Coordinate with Product, Engineering, and Carrier teams for incident resolution.

·      Perform root cause analysis (RCA) and implement preventive actions.

·      Monitor service KPIs and prepare operational reports.

·      Maintain SOPs and continuously improve support processes.

Mandatory Requirements:

·      Bachelor's degree in engineering, IT, or related field.

·      10+ years of experience in CPaaS, or Messaging operations.

·      3+ years of team leadership experience.

·      Strong understanding of SMS, Voice, WhatsApp Business API, Email, RCS and API-based services.

·      Hands-on experience with SMPP, HTTP/REST APIs, ticketing, and monitoring tools.

·      Proven track record in enterprise customer management, incident handling, and SLA governance.

·      Excellent communication, analytical, and stakeholder management skills.

·      Knowledge of DLT platforms, SQL, Postman, and log analysis tools.

Desired Qualifications:

·      ITIL certification or equivalent.

·      Exposure to AWS, Azure, or GCP environments.

·      Experience in process automation and service improvement initiatives.

Preferred Industry: CPaaS | Telecom | Messaging | SaaS | Enterprise Communications