Overview
Manager- Service Operations Centre (SOC) Jobs in Dhaka, Bangladesh at Fiber@Home Ltd.
Title: Manager- Service Operations Centre (SOC)
Company: Fiber@Home Ltd.
Location: Dhaka, Bangladesh
- Acts as the final escalation point of contact for all clients (Telco, ISP & Government) and relevant internal stakeholders to understand requirements and coordinate faster resolution through effective cross-functional collaboration.
- Attends customer meetings and coordinates client requirements with internal teams to ensure proper alignment and timely delivery.
- Prepares, analyzes, and ensures the timely sharing of analytical reports (daily, weekly, monthly, quarterly, and yearly) for both internal and external stakeholders.
- Leads, manages, and mentors the Client Service Operations team to ensure service excellence and operational efficiency.
- Ensures timely fault escalation and resolution to maintain SLA compliance and minimize service downtime.
- Ensures team members receive proper training and development support to enhance skills and career growth.
- Works closely with the team to drive performance and ensure achievement of KPI targets.
- Actively contributes to continuous improvement initiatives, including process optimization, automation tool development, and implementation of new EMS features.
