Sr Technical Associate - Cloud & Security Customer Service Operations

Key Responsibilities
Manage and monitor end-to-end delivery of network links / connectivity services
Ensure timely provisioning, installation, and activation as per agreed SLAs
Coordinate with internal departments (Sales, Operations, NOC, Field Teams) for seamless execution
Liaise with vendors and partners for link provisioning and issue resolution
Track order lifecycle from booking to closure
Ensure proper documentation and reporting of service delivery activities
Identify and escalate delays, risks, or bottlenecks
Maintain customer communication and provide status updates
Handle customer escalations and ensure timely closure
Monitor service delivery performance and suggest process improvements
Ensure compliance with quality and operational standards ________________________________________ Key Skills & Competencies
Strong understanding of network/telecom service delivery processes
Knowledge of leased lines, MPLS, broadband, fiber connectivity (preferred)
Good coordination and stakeholder management skills
Strong problem-solving and analytical ability
Ability to work under pressure and manage multiple tasks
Excellent communication and customer handling skills
Proficiency in MS Excel / reporting tools
support ________________________________________ Key Performance Indicators (KPIs)
SLA adherence for link delivery
Order fulfillment cycle time
Customer satisfaction (CSAT)
First-time-right provisioning
Reduction in delivery delays and escalations ________________________________________