Sr Customer Success Manager
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Job Description
Structured overview of role & requirementsAbout This Role
Own end-to-end service delivery and lifecycle management of customer network operations including incident and escalation management.
Monitor and ensure adherence to SLA terms as per contract, including tracking and governance of incidents, RMAs, hardware and software lifecycle.
Serve as primary escalation point managing multiple internal (TAC, Engineering, Logistics) and external (Customer, Partner) stakeholders to ensure timely resolution and customer objectives are met.
Minimum Requirements
Bachelor's degree in Engineering (B.E/B.Tech) in Electronics & Communication, Computer Science, IT, or Electrical Engineering; alternatively MBA in Telecom Management, Operations or Systems.
Minimum 12+ years experience in telecom, ISP, or large-scale enterprise network operations with focus on customer-facing technical operations, service delivery or service assurance for B2B/Enterprise ISP networks.
Knowledge of telecom networking products (WAN/LAN), networking protocols (BGP, MPLS), and monitoring tools.
ITIL Foundation or Professional certification in service lifecycle and incident/problem management.
Role requires onsite work primarily from HPE partner/customer office in Gurgaon.
Ideal Candidate Profile
Experienced professional skilled in managing complex customer service delivery across technical telecom or ISP network environments.
Strong multistakeholder liaison and escalation management capability bridging customers, partners, and internal technical teams.
Comfortable with contract SLA governance and proactive operational review within enterprise or telecom service domains.