SOC Manager

Position Summary

SOC Manager is responsible for leading the Network Service Operation Center managing various services i.e. Video, OTT, Game, Web, VoLTE etc., with direct accountability for Service Quality Monitoring (SQM) and Customer Complaint Handling (CCH) operations and teams. The role ensures effective Service-quality monitoring, timely ticket and complaint closure, SLA compliance, strong team performance, and effective engagement with the Telecom operator customer to continuously improve service quality and end-user experience.

Key Responsibilities

• Manage SOC service, including SQM and CCH operations and teams.
• Act as the owner for SQM. Organize the team to perform routine monitoring of all Service Quality KQIs/KPIs, identify service-quality issues, and ensure all trouble tickets are followed up and closed within the required timelines.
• Act as the owner for CCH. Organize the team to conduct Tier 3 analysis for all customer complaints, including VIP complaints, identify root causes, coordinate resolution actions, and track each complaint through timely closure.
• Track and manage SLA performance for both SQM and CCH services. Ensure all trouble tickets are handled and closed within contractual time-lines and in compliance with agreed service requirements.
• Lead and manage the SQM and CCH teams, including work allocation, performance management, staff evaluation, coaching, and capability development. Continuously improve productivity per employee, operational efficiency, and service quality.
• Serve as a key interface with customers. Take ownership of major customer issues and concerns, organize cross-domain resolution, provide clear progress updates, and proactively support the customer in improving service quality and end-user experience.