Sr Manager - Customer Service Operations

Job Title: Contact Center Operations Manager (Networks)

Experience:

10+ years (Enterprise Environment)

Location: Client Premises Onsite (Mantri Viman Nagar)

Role Overview:

We are seeking an experienced Contact Center Operations Manager to lead and manage enterprise-scale network operations. The role requires strong technical expertise in SD-WAN , NAC and Firewall technologies, along with proven leadership in handling L2/L3 teams, critical incidents, and compliance-driven activities.

Key Responsibilities:

• Lead and manage L2 and L3 operations teams supporting contact center and enterprise network environments
• Act as the primary owner for major incident/event management, ensuring timely resolution and minimal business impact
• Oversee and drive compliance activities, including:
• Device hardening schedules
• Backup and restore processes
• Failover readiness and testing
• Creation and tracking of compliance calendars
• Manage and optimize SD-WAN and Firewall infrastructure across the enterprise
• Front-end customer interactions, including technical discussions, escalations, and stakeholder communication
• Prepare and present Monthly and Quarterly Business Reviews (MBR/QBR) with detailed performance insights
• Ensure adherence to SLAs, KPIs, and regulatory requirements
• Drive continuous improvement initiatives in operations, automation, and service delivery

Required Skills & Expertise:

• Strong knowledge of SD-WAN technologies (e.g., Fortinet, Cisco, VMware, etc.)
• In depth knowledge of Firewall technologies (e.g., FortiGate, Palo Alto, Check Point) and NAC (Cisco ISE)
• Proven experience in managing enterprise network operations and contact center environments
• Expertise in incident management, problem management, and change management
• Strong understanding of network security compliance and governance
• Excellent stakeholder management and communication skills
• Experience in preparing executive-level presentations and reports

Key Competencies:

• Leadership & Team Management
• Crisis & Incident Handling
• Customer Engagement
• Strategic Thinking
• Attention to Detail & Compliance Focus