Senior Operations Manager

Job details

Country

USA

State / Region / Province

Anywhere in the US and/or Remote

Work Location

Anywhere in the US and/or Remote

Domain

Operations

Interest Group

IBPO USA

Company

IBPO USA

Requisition ID

119540BR

Job description

Senior Operations Manager

Responsibilities:

Basic Qualifications:

• Project coordination of customer New Orders, MAC Orders, Move Orders, Complex Orders and Disconnect Orders, Voice, and data circuits migrations.
• Billing Ticket resolution, Trouble Ticket Resolution, Escalate and Monitor Outages, Project Manage All orders through completion.
• Managing and prioritizing assigned TDM and Ethernet savings projects
• Project coordination of customer moves, adds, change, and disconnect orders;
• Manage and resolve fallout in specialty areas such as circuit provisioning and network builds.
• Background in managing and ordering telco products.
• You must be able to review telecom order packages, submit to carrier, then understand, and facilitate project through installation.
• Ensure all documentation and Customer information provided by Sales, Solution Architect, Global Client Services, and the Customer is complete.
• Background in managing and ordering legacy telco products including POTS, PBX, DSL, ISDN BRI and PRI, MPLS, SONET, DS1, DS3, Digitally Trunked T1, and Centrex
• Background in managing and ordering SD-WAN, SIP, UCaaS, CCaaS, and other Cloud technologies.
• You must be able to review telecom order packages, submit to carrier, then manage project through installation.
• Ability to understand, analyse and explain Telco USOCs (Universal Service Order Codes) on CSRs
• Build inventory records in our CRM utilizing CSRs.
• Possess a high understanding of Telecom contracts.
• Coordinate CPE (circuit provisioning) delivery and managed services activation (if applicable)
• Supporting Internal and Offshore Provisioning on related orders specific to each project
• Coordinating, implementing, and scheduling interdepartmental activities to ensure on time completion of projects.

Preferred Qualifications:

• Bachelor’s Degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• Minimum 9 years of experience related to the job description.
• ServiceNow tool & processes knowledge
• Relevant experience in a related field operations within a telecommunications company
• Must have excellent customer service skills and interpersonal skills.
• Project management skills including planning, issue resolution, relationship maintenance, etc.
• Strong people skills who work well with cross-functional teams
• Strong verbal and written communication skills
• Excellent time management and analytic skills
• Must have advanced level skills in MS Office including Excel and CRM
• Ability to work under pressure and to multi-task.
• Proactive, self-motivated, and determined attitude

Customer focused with an eagerness to engage when issues are encounteredAbout Us:

Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company’s integrated IT and BPM solutions

approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering

, automation

, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

Infosys BPM has 42 delivery centers in 16 countries spread across 5 continents, with 57,908 employees from 124 nationalities, as of June, 2023.

The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists.

EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin

Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.