Deputy Manager-Telco L1 Support & IT Operations

Location: Anywhere in Bangladesh
Job Type: Full-time

About the role

Own end-to-end L1 support operations across critical Telco OSS/BSS applications and services. Lead day-to-day operations including incident, request, escalation, and event management. Ensure adherence to agreed SLAs, KPIs, OLAs, and operational targets with continuous improvement.

Responsibilities

• Provide strong L1 operational governance, including shift performance, ticket backlog, ageing, productivity, and quality.
• Own and drive service delivery through effective incident escalation, prioritisation, and resolution coordination with L1/L3, engineering, and vendor teams.
• Lead RCA, problem management, and corrective/preventive actions for major and recurring incidents.
• Establish and maintain operational dashboards and provide daily/weekly/monthly service reports.
• Act as a key point of contact for customer and senior stakeholder governance, including service reviews and escalations.
• Drive service improvement initiatives, automation opportunities, and operational efficiency across the L1 function.
• Ensure adherence to ITIL processes, security policies, change management, and operational standards.

Requirements

• 15 years of experience in IT operations, IT service delivery, or IT support.
• Experience with C-level executive support, service level management, call center operations, daily operations management, or security team leadership.
• Proficiency in IT service management.