Head Technical Support @ SPECTRA

Job Description

Are you ready to lead a dynamic technical support team and shape the customer experience for a cutting-edge Network-as-a-Service portfolio? Spectra is looking for a Head of Technical Support to drive strategic and operational excellence in our enterprise support functions.

Head of Technical Support will be leading the Technical Support strategy for Spectra's network-as-a-service portfolio. The position is responsible for managing the Technical customer support operations, developing segment & solution based support processes (including Monitoring, Proactive Support and L1, L2 & L3 technical support teams), ensuring high levels of customer satisfaction, and working on continuous capability development for a solution based support team thereby delivering exceptional service to Enterprise & B2B customers.

Key Responsibilities:
Technical Support Leadership
Drive the support strategy for our Enterprise & B2B customers.
Lead operations for L1, L2 & L3 support teams, monitoring, and proactive support models.
Ensure high levels of customer satisfaction through technical excellence.
Team Development
Build and lead a high-performing support team.
Define a training and certification roadmap for capability building.
Encourage a culture of innovation and employee engagement.
Strategy & Alignment
Align support operations with organizational goals.
Integrate new technologies and scale service delivery.
Operational Excellence
Improve first-contact resolution rates and SLA compliance.
Streamline operations through process automation and tool optimization.
Quality & Continuous Improvement
Establish QA processes.
Cultivate a culture of feedback, innovation, and continuous enhancement.

Ideal Candidate Profile:
12 to 15 years of experience in data networks, with at least 5 to 6 years in a leadership role managing L2/L3 technical support.
Hands-on technical expertise in IP networking, SD-WAN, firewalls (Fortinet), routing & switching.
Background in ITIL-based processes, preferably from telecom, managed services, system integrators, OEMs, or IT/ITeS firms.

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Rs 0 - 50K PM Rs 50K - 1 LPA Rs 1.0 - 1.5 LPA Rs 1.5 - 2.0 LPA Rs 2.0 - 2.5 LPA Rs 2.5 - 3.0 LPA Rs 3.0 - 3.5 LPA Rs 3.5 - 4.0 LPA Rs 4.0 - 4.5 LPA Rs 4.5 - 5.0 LPA Rs 5 - 6 LPA Rs 6 - 7 LPA Rs 7 - 8 LPA Rs 8 - 9 LPA Rs 9 - 10 LPA Rs 10 - 12 LPA Rs 12 - 14 LPA Rs 14 - 16 LPA Rs 16 - 18 LPA Rs 18 - 20 LPA Rs 20 - 22 LPA Rs 22 - 24 LPA Rs 24 - 26 LPA Rs 26 - 28 LPA Rs 28 - 30 LPA Rs 30 - 32 LPA Rs 32 - 34 LPA Rs 34 - 36 LPA Rs 36 - 38 LPA Rs 38 - 40 LPA Rs 40 - 42 LPA Rs 42 - 44 LPA Rs 44 - 46 LPA Rs 46 - 48 LPA Rs 48 - 50 LPA Rs 50 - 75 LPA Rs 75 Lakh - 1C PA Rs 1 Crore+ PA

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Keyskills:   Team Handling B2B Sdwan Enterprise Support Routing Team Leading Switching