Support Manager
Support Manager
Exetel requires the service of a qualified, experienced person to fill up the position of Support Manager to manage our entire level 1 support based engineering team of 30+ personnel.
Exetel’s Colombo office is at the World Trade Centre (WTC). You will be required to work an 8 hour ’shift’ from 3.00 am to 12.00 noon five days each week. This ’shift’ will be varied on an alternate month basis with a ’shift’ worked between 10.00 am and 7.00 pm. As the manager of the team, you will be required to work alternate shifts when and if required by the business. The following criteria must be met, in order to be successful in this managerial post -
- IT related degree and/or MSc
- 5 years + experience in managing teams ideally in a network engineering environment
- ISP experience in service assurance
- Rostering and resource management experience
- Highly developed analytical skills
- Outstanding written and verbal ability
- Demonstrated strategic thinker
- Budget/ cost centre management
- Able to develop and successfully implement a 2 year strategy
- Solid personal experience with modems, routers, networking and broadband services
- Patience, Courtesy and the ability to paying attention to ultimate detail
- Self-starters who are flexible and work well with everyone from entry-level employees to upper management
You will work with a group of people who are among the best in the IT / Communication / Internet industry and will be filling in for a key position with the task of meeting set business goals and objectives for the business driving entire team of engineers reporting to you to meet the same.
Job Description
The job responsibilities of this position are as follows but not limited to:
- Training subordinates and management of staff and providing guidance for all work concerns and questions with exceptional leadership and problem solving skills
- Attain a full understanding of company’s technical products and solutions to improve service standards offered to Exetel’s residential client base
- Act as the final point of escalation for all customer queries reported by Level 1 engineers
- Troubleshoot where necessary for various faults on the customer premise equipment or the network using advanced network monitoring and troubleshooting tools
- Liaise with Exetel’s wholesale suppliers – who are major telecom operators in Australia in resolving customer requirements and service issues
- Have a thorough understanding of telecom regulatory and compliance issues in Australia and advise/respond to customers accordingly
- Liaise with Exetel’s level 3 support staff in Australia for resolving advanced technical problems/service issues
Remuneration
An attractive salary package commensurate with qualification and experience will be offered to the selected candidate.
To Apply For This Position
- Send in your resume to: info@exetel.com.lk with “Support Manager” stated on the Subject line.