Senior Lead – Service Operations

Full Time

Reporting to: SOC L2
Team Size: Individual Contributor

About the Company

Lightstorm is a network infrastructure platform set up by I-Squared Capital, a global infrastructure- focused private equity fund. The mission of Lightstorm is to create a digital native and market leading network platform-based business, built on asset acquisitions roll up and business transformation strategy.

Our network infrastructure platform is built to solve the hyperscale demands and quality network infrastructure issue in emerging markets. We are the winner of the 12th Aegis Graham Bell Awards in the category of Digital Transformation for Telecom. A few things that set us apart:

  • Trusted by hyperscalers and several Fortune 500 companies for high-quality resilient network.
  • Network platform built ground-up using next-generation technology with no legacy to hold us back.
  • Superior utility-grade fiber network ensures 100% uptime, flap and latency guarantees, allowing businesses to deliver a superior end-user experience.
  • Powered by software-defined architecture, our on-demand platform allows businesses to quickly connect, scale and dynamically manage their network.
  • Led by industry leaders from diverse technology backgrounds, Lightstorm has adopted an innovator mindset to solve the pain points of traditional networking.

About Lightstorm Network Operations Center ‘NOC’

  • State-of-the-art Network Operations from two locations DC-Mumbai and DR-Noida
  • Both the NOC operate in active-active mode as DC-DR
  • Deployed and operating Cloud-hosted OSS- BSS systems
  • In-house competence for Network & Service migration with experts coming from india and Global Telecom Operations team
  • Operational experience in managing own facilities and competence in NaaS and SaaS
  • Single source of truth for LTC internal and external teams.

Role and Responsibilities

  1. Overall, this role exists for managing the Customer service operations.
    Responsibilities include:
  2. Governing the SOC L1 team
  3. Managing customer services/calls
  4. Co-ordination with customer during circuit testing
  5. Weekly/Monthly service performance report preparation 
  6. Problem Management for customer services
  7. TT Queue Management
  8. Handling escalated customer calls, raising the ticket and coordinating with the concerned team/field to restore the fault
  9. Circuit rerouting during fault
  10. Customer co-ordination during complex Change/Planned event
  11. Guiding team for circuit troubleshooting & understanding/ corelating Network Outage vs. impact
  12. Impact Analysis or SIA during Network Outage

Key Accountabilities/ KPIs:

  1. Customer SLA management
  2. Timely resolution of fault cases with 45 minutes 
  3. Timely publish performance reports
  4. Problem ticket management

Skills/ Experience

  1. Minimum years of relevant experience : 6 years 
  2. Should have experience working Telecom ISP/Vendor. Enterprise
  3. Should have prior team management experience
  4. Education qualification: B.E./B. Tech or equivalent (ITIL V3 foundation, CCNA preferred)
  5. Hands on experience on Telecom network with SDH/DWDM and IP technologies preferred Ciena 6500/Nokia PSS Network experience 
  6. Enterprise Customer handling experience 
  7. Hands on in using ticketing tools and Monitoring tools like HPSM, Remedy, Temip, Mycom, Fresh Service
  8. Proficient with Microsoft Office Suite
  9. Understanding of different protection schemes(OPS/1+1)
  10. Excellent communication skill, Clear English speaking and writing ability
  11. Should be able to cope up excellently under stressful circumstances
  12. Excellent Cross functional co-ordination and Inter-personal effectiveness
  13. Requirement to work in night shifts: No
  14. Business Travel requirements: No


Want to know more? 

Feel free to write to us and let’s get to know one another!