Senior Manager Corporate Helpdesk (24×7 Operations)

About the role

The Senior Manager/Manager Corporate Helpdesk leads the 24×7 post‑sales support operation, ensuring corporate customers receive timely resolution of incidents across Mobility, Fixed and Enterprise solutions. The role acts as the central coordination point between customers, NOC, technical and product teams, and vendors.

Key responsibilities

• Lead and manage the round‑the‑clock Corporate Helpdesk team, maintaining uninterrupted support.
• Oversee end‑to‑end complaint and incident management for Mobility, Fixed and Enterprise products.
• Ensure SLA compliance, monitor complaint aging, backlog and recurring issues, and drive corrective actions.
• Coordinate with NOC, transmission, field operations, product teams and vendors for service restoration and major incident handling.
• Develop and enforce SOPs, KPIs, escalation matrices and service‑assurance processes.
• Produce regular operational reports on incidents, trends, risks and improvement opportunities.
• Mentor, evaluate and develop Helpdesk staff, identifying training needs and fostering professional growth.

Required profile

• Bachelor’s degree (minimum).
• At least 4 years of relevant experience in helpdesk or service‑assurance operations.