Head of Operations

Job Description : Head of Operations Overall Operations Leadership Lead all ISP operational functions including customer support, field operations, infrastructure rollout, facilities, and vendor ecosystem Establish operational strategy, SOPs, governance, and service standards Drive coordination between technical, commercial, and support departments Monitor operational KPIs and ensure achievement of business targets Call Center & Customer Operations Manage 24/7 Call Center, Helpdesk, and NOC support operations Ensure SLA compliance for response time, resolution time, and escalation handling Monitor customer complaints, ticket lifecycle, and service recovery processes Improve customer experience and retention performance Field Operations & Fleet Management Oversee field service operations for installation, maintenance, and fault repair Manage fleet operations including vehicles, routing, fuel efficiency, and maintenance Ensure efficient technician dispatch and field workforce productivity Implement GPS tracking and fleet monitoring systems Project Management (DIA Sites) Ensure timely delivery of projects within scope, budget, and quality standards Coordinate with engineering, procurement, and external vendors Monitor project milestones, risks, dependencies, and corrective actions Ensure acceptance testing, commissioning, and operational handover Partner & Vendor Management Manage upstream providers, contractors, system integrators, and telecom/ISP partners Negotiate SLAs, contracts, pricing, and service agreements Facility Management (PoP Facilities) Manage all Point of Presence (PoP) sites, including racks, shelters, cabinets, and infrastructure environments Ensure 24/7 uptime and operational readiness of all PoP facilities Oversee power systems (utility power, UPS, rectifiers, batteries, generators) Manage cooling and environmental systems (air conditioning, ventilation, humidity control) Ensure continuous environmental monitoring systems (temperature, smoke, alarms, sensors) Maintain critical spare parts and facility asset inventory for rapid restoration Ensure compliance with fire safety, telecom standards, and operational safety regulations Manage vendors for PoP construction, maintenance, and facility services Ensure rapid response to power failure, equipment failure, and facility incidents Operational Excellence & Cost Optimization Develop operational KPIs and executive dashboards Drive cost optimization across field, call center, fleet, and facility operations Identify process inefficiencies and implement improvements Key Requirements Bachelor’s degree in Engineering, Telecom, Business Administration, or related field MBA or PMP certification is an advantage 8–15 years of experience in ISP / Telecom / Infrastructure operations Minimum 3–5 years in senior operations leadership role Strong experience in telecom infrastructure and field service environments

---