Technical Operations Team Lead – Telco & ISP

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Description

As the Technical Operations Team Lead for AVSystem products, including our flagship Unified Management Platform (UMP) , you will bridge the gap between technical excellence and client success. You will lead a dedicated support team ensuring that our Tier-1 and Tier-2 Telco and ISP clients receive world-class assistance. This is a high-impact role where you will not only manage people but also take ownership of the health and longevity of our support contracts through clear communication and deep technical understanding of network device management. Key Responsibilities 1. Team Leadership & Operations You lead a team of 1st and 2nd line support engineers and help them grow, both technically and as a team. You make sure incidents and requests in Jira Service Management are resolved within the agreed SLAs. You are the technical escalation point for the team on complex cases, before anything goes to Product or SRE. You improve support workflows, documentation and the internal knowledge base so the team works faster. You take responsibility for selected Professional Services delivered by the support team, such as device integrations, onboarding and technical enablement. 2. Client Relations You are the main point of contact for our clients, building long-term relationships with their technical and business teams. You keep an eye on accounts with active support contracts, make sure we deliver on them and point out where proactive maintenance or additional services would help. 3. Tec

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