RCS & OTT Operations Manager

Skilled and customer-focused professional to lead our Technical Support team for RCS messaging solutions. The candidate will be responsible for providing technical leadership, managing support operations, and ensuring the highest level of satisfaction for RCS messaging customers.

Skilled and experienced RCS (Rich Communication Services) Technical Lead to spearhead the deployment & Operations of RCS messaging solutions. As the Technical Lead, will be responsible for implementing RCS-based communication platforms/solutions that enhance user experience and drive business growth. The candidate should have a deep understanding of telecommunications, messaging protocols, and mobile technologies, along with proven leadership abilities to guide a team of engineers towards smooth operations for RCS services.

Skills Required

• End to end ownership of efficiently handling Technical support Operations for RCS Solution & platforms (own as well as Partner hosted platforms).
• Ensure availability, reliability and quality of Services for enhancing customer experience for RCS solutions.
• Provide technical leadership to the support team, ensuring timely and effective resolution of technical issues for all RCS services.
• To bring focus in the team on Strong customer service orientation & implement improvements based on customer feedback to enhance the overall customer experience.
• End to end responsibility of coordinating with solution Partners to ensure service availability and agreed SLAs for issue and customer complaint resolution.
• Serve as the primary point of contact for RCS customers, addressing their technical inquiries, customer complaints and ensuring customer satisfaction.
• Conduct regular meetings to understand customer needs and align technical support accordingly.
• Maintain transparent and proactive communication with enterprise customers. Regular updates provided to customers during technical incidents. Timely communication of product updates and improvements.
• Collaborate with cross-functional teams to drive improvements in product and service offerings.
• Lead the resolution of complex technical issues and incidents related to RCS services.
• Establish and implement incident response protocols to minimize downtime for RCS platforms and related services.
• Ensure compliance with SLAs for response and resolution times for all RCS services.
• Implement strategies to continually improve support efficiency and meet or exceed SLA expectations. Efficient handling of all partners/OEMs for ensuring QOS and agreed service SLAs.
• Positive feedback and satisfaction scores from enterprise customers.
• Reduction in customer escalations and complaints, Reduced average resolution time for technical support tickets.
• Maintain a high level of customer satisfaction among enterprise clients.
• Identify areas for continuous improvement in technical support processes.
• Proactively identify and resolve technical issues to minimize customer impact.
• Reduce the number of customer-reported issues through proactive monitoring.
• Implement features that cater to diverse customer needs in enterprise domain.
• Will be responsible for Collaborating with cross-functional teams to integrate RCS capabilities into existing products and services, and support new product initiatives.
• Ensure Technical Operations team members are trained to ensure smooth operations.
• Ensure compliance with security and privacy requirements, and implement best practices for data protection and user privacy in RCS messaging.

Skillset

• Bachelors or higher degree in Computer Science Engineering/ Electronics & telecommunication/Information Technology or a related field.
• Proven experience of 4 to 5 years in technical support leadership roles, with a focus on RCS Platform & other messaging platforms and related services.
• Proven experience in handling of enterprise customers from technical support domain for various RCS & related Services.
• Experience with RCS messaging platforms and APIs, such as Google’s RCS Business Messaging (RBM) or other RCS service providers.
• Expertise in technical components of RCS platforms and solutions.
• Familiarity with mobile network architecture, protocols, and technologies, including LTE, VoLTE, and IMS.
• Strong knowledge of telecommunications technologies, protocols, and standards, including SIP, IMS, and RCS.
• Excellent leadership, communication, and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and external partners.
• Experience managing and operating messaging platforms or communication services, preferably RCS or similar technologies.
• Excellent communication & interpersonal skills with the ability to convey complex technical concepts to non-technical stakeholders.
• Proficiency in Linux/Unix system administration, shell scripting, and automation tools for configuration management and deployment.
• Familiarity with monitoring and alerting tools such as Nagios, Zabbix, or Prometheus, and log management solutions like ELK stack or Splunk.
• Familiarity with industry best practices in customer engagement.
• Good command on English speaking and writing.
• Strong customer service orientation.
• Strong understanding of security best practices & coordinating with internal IT and other teams for necessary implementation of controls.

Benefits & Perks

• Provident Fund
• Group Medical Insurance
• Work Life Balance