Service Operations Manager

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and the Society to Rise. It has 150,000+ professionals working for 1000+ Global Customers (including Fortune 500 companies) in 90 Countries. We're part of the esteemed Mahindra group, headquartered in India. Under a new CEO, Tech Mahindra is committed to a transformative journey with Scale @ Speed as our guiding principle.

Services Operations Manager (Networks Voice, Optical TX, IP & SD WAN)

Project Lead / Manager (U4/P1 )

Location: Quezon City, Metro Manila, ,Philippines

Experience: 8+ Years

Skill required:

• Strong experience to manage large enterprise WAN and LAN , Voice and optical domain network.
• Competent and need to have solid experience technical shift planning, Technical oversight, Team Leadership and Risk management
• Strong Knowledge and prior experience across the following technology domains:
• Optical Transmission: WDM and OTN. (Primary)
• SDH/TDM / Nokia SDH Platform (16xx family)/ Nokia PSS (ROADM and optical transport)
• Ekinops WDM and some ROADM
• Cataleya SBC
• Ethernet & IP: L2 MPLS and ERPS, L3 VPN, IP Transit/Internet routing ,Dialogic Media gateways (TDM IP conversion)
• Dialogic Control switch

Network Operations & Service Delivery Lead

• Manage and support network infrastructure including Routers, Switches, WLCs, WAPs, Juniper MX10K/ACX, and SD-WAN (Aruba Silver Peak).
• Monitor network health, topology, performance, and environmental alarms in colocation facilities.
• Troubleshoot and resolve escalated NOC incidents, break/fix issues, configuration changes, and service requests.
• Strong knowledge of TCP/IP, SIP, H.323, PRI, QoS, and Voice technologies (SBC, call routing, TDM to IP).
• Drive customer governance with SLA/KPI reporting, dashboards, and service improvement initiatives.
• Support Incident, Change, Problem, and Service Request Management aligned with ITIL practices.
• Coordinate with telecom providers, vendors, TAC, and L3 support teams.
• Maintain network documentation, configurations, diagrams, and operational procedures.
• Manage project deliverables, risks, stakeholder communication, and meeting governance.
• Excellent communication and stakeholder management skills.
• Willingness to work in a 24x7 shift environment, including weekends.

Preferred Skills/Certifications:

• PMP/PMI and/or ITIL Certification.
• Exposure to Freshdesk, PRTG, EthOSS, Epsilon OSS, and eStream platforms.

Mix of Network data SDWAN, Optical Network and Voice Experience required