Job Description/Responsibility
- Acts as the final escalation point of contact for all clients (Telco, ISP & Government) and relevant internal stakeholders to understand requirements and coordinate faster resolution through effective cross-functional collaboration.
- Attends customer meetings and coordinates client requirements with internal teams to ensure proper alignment and timely delivery.
- Prepares, analyzes, and ensures the timely sharing of analytical reports (daily, weekly, monthly, quarterly, and yearly) for both internal and external stakeholders.
- Leads, manages, and mentors the Client Service Operations team to ensure service excellence and operational efficiency.
- Ensures timely fault escalation and resolution to maintain SLA compliance and minimize service downtime.
- Ensures team members receive proper training and development support to enhance skills and career growth.
- Works closely with the team to drive performance and ensure achievement of KPI targets.
- Actively contributes to continuous improvement initiatives, including process optimization, automation tool development, and implementation of new EMS features.
Additional Academic Requirements
- Bachelor of Science (BSc) in EEE/ ETE/ ECE/ CSE
Experience Requirements
10 - 12 years of experience is required.
Additional Experience Requirements
- The applicants should have experience in the following business area(s): ISP, IT Enabled Service, Telecommunication
Skills Requirements
- Strong leadership to guide teams, ensure accountability, and drive performance and development.
- Effective decision-making skills to resolve conflicts and manage operational risks.
- KPI-driven mindset with focus on productivity and goal alignment.
- Strong stakeholder and enterprise client management skills.
- Expertise in SLA/KPI compliance, incident and RCA management.
- Solid knowledge of electrical distribution systems, IP, DWDM, transmission, power systems, and EMS/NMS.
- Strong capability in reporting, analytics, and KPI dashboard management.
- Ability to drive process improvement, automation, and effective client communication.
Work Area
- Applicant should have experience of working in the following category(ies): IT System Management
Industry Type
- Experience should include the following skills: IT & Telecommunication
Job Location
Compensation/Benefits
- Mobile bill,Provident fund,Weekly 2 holidays,T/A,Insurance
- Salary Review: Yearly
- Lunch Facilities: Partially Subsidize
- Festival Bonus: 2
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Fiber @ Home Ltd.
House # 7/B, Road # 13, Gulshan-1, Dhaka-1212
Application Deadline: 16 Jun 2026
