Technician

About MyOperator:

MyOperator is India's leading cloud communications provider, empowering over 10,000 businesses across diverse industries with innovative SaaS solutions. Our offerings include Cloud Call Center, IVR, Toll-free Numbers, Enterprise Mobility, WhatsApp Business Solutions, and Heyo Phone. We are dedicated to delivering excellence through cutting-edge technology and exceptional customer service.

About the Role:

Are you a results-driven and detail-oriented professional with a strong understanding of telecom regulations and backend operations? We are seeking a dynamic Compliance Analyst - Operations to take ownership of backend operations, vendor management, and ensure full adherence to telecom-related compliances.

This role requires a deep understanding of telecom infrastructure, data center operations, and regulatory frameworks. You will be instrumental in driving compliance, optimizing operational processes, supporting strategic business growth, and mitigating potential operational and compliance risks.

Key Responsibilities:

• Regulatory Compliance: Ensure adherence to all telecom-related laws, licenses, and regulatory guidelines (TRAI, DoT, etc.). Stay updated on compliance mandates, coordinate audits and filings, and manage relationships with regulatory bodies.
• Telecom Procurement & Vendor Management: Conduct end-to-end procurement of telecom resources and services, ensuring cost efficiency, SLA adherence, and compliance in vendor contracts. Develop and execute vendor management strategies including evaluation, onboarding, contract compliance checks, and performance reviews.
• Data Center Operations: Oversee procurement and resource planning for data center infrastructure, monitor performance, identify areas for optimization and regulatory alignment, and ensure adherence to relevant security standards.
• Vendor Governance: Develop and execute vendor management strategies including evaluation, onboarding, contract compliance checks, and performance reviews. Manage relationships with key vendors.
• Asset & Infrastructure Troubleshooting: Manage technical troubleshooting, minimize downtime, and ensure preventive maintenance protocols for telecom infrastructure and data centers.
• Ticketing & Issue Resolution: Handle operational queries via ticketing system, conduct root cause analysis, and suggest process improvements.
• SOPs & Process Development: Define, document, and suggest Standard Operating Procedures (SOPs) across telecom, compliance, and operations functions. Identify opportunities for automation in operational processes.
• Data Management & Reporting: Collect and analyze data from internal and external sources to support management decision-making. Develop dashboards and reports for operational visibility and monitor Key Performance Indicators (KPIs) for backend operations and compliance.
• Cross-functional Collaboration: Work with internal teams to align operational strategies with business objectives and compliance standards.
• Audit & Cost Optimization Support: Assist in telecom/vendor audits (internal and external) and contribute to cost-efficiency initiatives across operations. Familiarity with audit frameworks is desirable.
• Risk Management & Mitigation: Identify potential operational and compliance risks and develop and implement mitigation strategies.
• Stakeholder Management: Interact and manage relationships with external stakeholders like regulatory bodies and auditors.
• Admin Oversight: Manage end-to-end admin tasks including facility coordination, vendor contracts, and support services to ensure smooth daily operations.

Requirements:

• Education: Post Graduate (MBA preferred).
• Experience: Minimum 3-5 years of experience in backend operations, with mandatory exposure to telecom infrastructure and telecom regulatory compliance.

Skills:

• Deep understanding of the telecom regulatory landscape (TRAI, DoT, etc.).
• Strong vendor management and negotiation skills, including SLA adherence.
• Knowledge of telecom and data center infrastructure operations and relevant security standards.
• Ability to design and optimize operational workflows and SOPs.
• Proficiency in MS Office (Excel, Word, PowerPoint).
• Working knowledge of data reporting tools like Google Data Studio, AWS QuickSight, etc.
• Strong communication and analytical skills.
• Experience of working with ticketing systems.
• Basic project management skills.
• Certifications: Relevant certifications (e.g., ITIL, specific telecom certifications, compliance-related certifications) are a plus.
• Understanding of SLAs and KPIs: Proven ability to understand, define, and monitor Key Performance Indicators (KPIs) for backend operations and compliance.
• Location: Candidates must be based in Delhi/NCR.

Other Requirements:

• Willingness to work flexible hours and roster-based shifts (including Sundays).
• Comfortable with a 6-day workweek.
• Location: Work-from-office (Noida, Sector 2).
• Willing to travel to data centers across India when needed.
• Flexibility in communication with both technical and non-technical stakeholders.
• Proactive and solution-oriented approach to challenges.

Benefits:

• Competitive salary aligned with industry standards and experience.
• Opportunity to work at the intersection of compliance, operations, and telecom infrastructure.
• Exposure to strategic and high-impact operational roles across telecom and data center verticals.
• A dynamic and collaborative work environment with growth potential.
• On-the-job learning in telecom regulations, infra compliance, and vendor governance.
• Potential for growth within the organization.
• Exposure to new and innovative technologies in the telecom and data center space (if applicable).
• Specific training opportunities in telecom regulations or technologies (if applicable).

We are Hiring Customer Success Manager

Job Title: Customer Success Manager – Travel / OTA / Contact Centre - BPO

Location: Kochi - India

Department: Customer Service / Operations

Type: Full-Time

Job Summary:

We are seeking a seasoned Customer Succes Manager with proven experience in the travel industry (OTA, Contact Centre - BPO, or travel agency) to lead and enhance our customer support operations. The ideal candidate will bring expertise in customer service frameworks such as Six Sigma, Lean, COPC, or ITIL, and a track record of driving service excellence, process optimization, and team performance.

Key Responsibilities:

• Lead & Manage Customer Service Operations: Oversee day-to-day customer service activities across multiple channels (voice, email, chat, and social), ensuring high levels of customer satisfaction.
• Performance Management: Set KPIs, monitor service levels, and implement performance improvement initiatives.
• Team Leadership: Manage, mentor, and develop a team of supervisors, team leads, and customer service agents.
• Customer Journey & Escalation Handling: Analyze customer touchpoints, resolve escalated issues, and implement corrective actions to improve the customer journey.
• Process Optimization: Use Six Sigma, Lean, or other frameworks to analyze current workflows, eliminate inefficiencies, and drive continuous improvement.
• Training & Quality Assurance: Design and deliver training programs and quality assurance processes to maintain high service standards.
• Technology Integration: Collaborate with IT/Product to deploy and improve CRM, helpdesk, or ticketing systems (e.g., Zendesk, Freshdesk, Salesforce).
• Reporting & Insights: Generate operational reports, identify trends, and present actionable insights to senior management.
• Compliance & SLA Management: Ensure compliance with service level agreements, data protection policies, and regulatory guidelines.
• Customer Feedback Loop: Implement mechanisms to gather and act on customer feedback (CSAT, NPS, etc.).

Requirements:

• Bachelor’s degree in Business, Tourism, Operations, or related field. MBA preferred.
• Minimum 5–8 years in a customer service leadership role, preferably within online travel agencies (OTA), traditional travel agencies, or BPOs supporting travel clients.
• Strong understanding of contact centre operations, service recovery, and travel domain KPIs (e.g., PNRs, GDS, refunds, reissues).
• Certification in Six Sigma (Green Belt or higher) or other process improvement frameworks (Lean, COPC, etc.) is a strong advantage.
• Hands-on experience with customer service tools (e.g., Amadeus/Galileo + CRM & ticketing tools).
• Strong analytical and problem-solving skills.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Flexible to work in a fast-paced, customer-focused environment, with rotational shift support if needed.

Preferred Skills:

• Multilingual capability (English is a must; Hindi, and/or other languages a plus).
• Prior experience with automation tools, chatbots, and self-service platforms.
• Proven ability to drive CSAT and NPS improvements.
• Experience managing distributed/remote teams.

Job Summary:

Lead the management, support, and continuous improvement of our enterprise applications landscape. The ideal candidate will have strong expertise in ERP systems (preferably Microsoft Dynamics 365), as well as a broad understanding of enterprise applications including CRM, BI, and other business-critical platforms. This role will play a key part in aligning IT application strategy with business goals, leading cross-functional teams, and driving innovation through technology.

Key Responsibilities:

• Lead and manage the enterprise application portfolio, with a focus on ERP (Microsoft Dynamics 365), CRM, BI tools, and other business applications.
• Drive the implementation, enhancement, and support of Microsoft D365 ERP across all business units.
• Collaborate with business stakeholders to gather requirements, prioritize initiatives, and design scalable application solutions.
• Oversee end-to-end project management for major application initiatives including planning, budgeting, vendor coordination, and change management.
• Provide leadership and strategic direction to application development and support teams.
• Ensure application reliability, availability, and performance through effective governance and support models.
• Manage relationships with external vendors and solution providers, ensuring service quality and contract compliance.
• Apply ITIL best practices in incident, problem, and change management processes.

Required Qualifications & Skills:

• Bachelor’s or Master’s degree in Computer Science, Information Systems, or related field.
• 10+ years of experience in IT with at least 5+ years in ERP (preferably Microsoft Dynamics 365) implementation and support.
• Strong understanding of business processes across Finance, Supply Chain, and Retail Operations.
• Experience in solution architecture and aligning technology solutions with business strategies.
• Knowledge of ITIL framework and IT service management best practices.
• Demonstrated leadership in managing cross-functional teams and stakeholders.
• Strong communication, negotiation, and vendor management skills.

Preferred Qualifications:

• Certification in Microsoft Dynamics 365 or other relevant ERP systems.
• Certification in ITIL or other service management frameworks.
• Experience in cloud-based applications and integration platforms.
• Exposure to data analytics, AI, or process automation technologies.

IT Operations Management:

 Oversee daily IT operations including infrastructure, service desk, data center,

and network management.

 Ensure high availability, performance, and security of all IT services and

platforms.

 Implement and uphold ITIL best practices across incident, change, problem, and

service management.

 Lead and mentor the IT operations team to achieve performance and service

excellence.

 Monitor KPIs and drive continuous improvement in IT service delivery.

Presales Support for Managed Services:

 Collaborate with Sales and Solution Architects to develop tailored Managed

Services offerings for prospective clients.

 Participate in client meetings to present operational capabilities, service

models, and SLAs.

 Contribute to proposals, RFP responses, and technical documentation for

managed services solutions.

 Provide technical insights and feasibility assessments for client requirements.

Customer Infrastructure Transition:

 Lead the transition and onboarding of customer IT environments into our

Managed Services framework.

 Define and execute transition plans including discovery, documentation,

handover, and stabilization.

 Coordinate with internal teams and client stakeholders to ensure smooth

migration of services and minimal disruption.

 Identify risks and mitigation strategies during the transition phase.

Vendor and Compliance Management:

 Manage third-party service providers and ensure SLA compliance.

 Ensure adherence to industry standards, security practices, and regulatory

requirements.

 Participate in IT budgeting, procurement, and capacity planning.

•  Perform Build activities (hardware & software configuration) of customer environment and contribute to improve Build process.
•  Coordinate for Service transition activities.

• Initiate change / release requests in line 
• customer change / release management process.

•  Work on the major problem tickets assigned by ITIS Teams
• Hands on experience in hardware asset management.
• experience on ticketing tool like service now or SNOW
• ITIL Certified.

   Skills:
•  Java script

•  Service Portal Enhancements

•   CMDB

•   ITIL framework

•  ServiceNow implementation

•   Integration

•  ITSM

1.      Core Responsibilities

·      Review, suggest and implement enhancements/Bug fixes to the ServiceNow platform.

·      Work closely with other IT teams to help implement integrations from other platforms(like Monitoring tools: Nagios, Prometheus, Sematext, Dynatrace etc., )  into the ServiceNow ecosystem.

·      Attend important business meetings to gather information around projects pertaining to ServiceNow.

·      Help to maintain and improve the CMDB by collaborating with key stakeholders to ensure the correct data is being maintained.

·      Help to manage the platform to ensure a reliable seamless user experience.

·      Develop and maintain service catalogue items by collaborating with key stakeholders across the business.

·      Support the banks audit requirements around the ServiceNow platform by helping to provide reports and audits as required.

·      Support audit requirements and compliance to standards

·      Should have knowledge on creating customized Dashboards & Reports

·      Automation using ServiceNow (like Major Incident Management, Incident Reduction, Problem Management etc.,) , if any

·      Should be able to drive Service Improvement Plan’s in optimizing ServiceNow platform on their own

·      Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations.

2.      Experience Requirements

Essential:

·      4 to 6 years previous experience in ServiceNow administration OR Technical work on ServiceNow design and implementation is essential

·      4 to 6 years previous experience in delivering ServiceNow projects (new modules, improvements, enhancements etc.) is essential

·      4 to 6 years previous experience or equivalent qualification in Service Now ITSM & ITOM is essential

·      8 to 10 years overall experience in IT is essential

Desirable

·      3 to 5 years’ experience in orchestration, service mapping is desirable

3.      Knowledge Requirements

Essential

·      Very good knowledge of Incident Management, Request Fulfilment, Change Management, Problem Management processes

·      Very good knowledge of ITSM and ITOM practices is essential

·      Detailed knowledge of the ITIL/ITSM Best practices is essential

Desirable

·      Good understanding of CSDM is desirable

·      Good knowledge of the ISO 20K, 27K, 9K is desirable

·      Basic knowledge of IT Infrastructure technologies used in a banking domain in desirable

List of responsibilities:

● ServiceNow Development work

● Interaction with customers for project deliverables

● Deadlines should be met

Job requirements:

● The candidate should be L2 and above.

● ServiceNow System Administration and Development Certified is mandatory

● ITSM, Service Portal, Integration 

● ITIL Foundation Certification would be a plus or can do before joining.

● Successfully plan, execute, monitor, control, and close all technical tasks related to configuration and implementation of all

aspects of the ServiceNow platform.

● Provide software coding and customization including, but not limited to: screen tailoring, workflow administration, report

setup, data imports, integration, scripting, third party software integrations, and custom application development

● Update and maintain a comprehensive testing protocol for ServiceNow instance upgrades with the purpose of certifying all

applications for use after the upgrade completes.

● Coordinate and solve complex technical data and transformation issues.

● Obtain and analyze/interpret business requirements to propose sustainable solutions in ServiceNow.

● Answer “how to” technical and application configuration questions.

● Develop, maintain, and execute reports to ensure system operation meets performance targets.

● Create and maintain system design and operations documentation.

● Complete other duties as assigned.

Experience: Minimum 1-2 Years

Location: Noida ( Permanent WFH)

Please find the JD :

• Expertise in ServiceNow Administration & Development
• Thorough understanding of ITIL/ITSM processes.
• Strong understanding of ServiceNow development platform including but not limited to ITSM, CMDB, change management, Problem management, custom development, etc.
• Ability to work on Servicenow enhancement requests in Jira.
• Manages and resolves incidents against ServiceNow applications
• Manages Instance Security, User/Group Access/Access Control Lists
• Performs routine maintenance to include performance monitoring and error identification/ remediation 
• Leads ServiceNow upgrade planning and execution
• Schedules and verifies instance clones
• Manages Update Set creation and migration
• Minimum 1-3 years of experience in ServiceNow configuration and administration.
• Provide Level 2 support on ServiceNow platform for users
• Strong working knowledge of ServiceNow components such as Service Catalog, Change Management, workflow management, orchestration, Cloud provisioning, etc.
• Perform core configuration tasks such as Add users, group, create workflow activities, configure alerts and notifications View, perform instance branding and customization, Monitor health, usage, and overall compliance of the application
• Experience in Platform Upgrades will be an added advantages
• Knowledge of scripting  ( JAVA ) and APIs would be desired

Company Name - Focus Datatech System Pvt Ltd, Pune 

Job Description -

OVM AND SERVER TASKS

• Good Understanding about virtualization technology like VMware/OracleVM and Linux administration including installation, configuration, and maintenance.
• Using ITIL best practice that can be incorporated into the operational running of the IT system to include Change/incident/problem/capacity planning.
• NFS file sharing and the Linux automounter.
• Perform installation and configuration of operating systems, applications and storage provisioning.
• Process improvements and makes recommendations in continuous quality improvements.
• Deliver Changes to the UNIX platform by leveraging the change control process communicating and seeking approvals from business owners.
• Working closely with internal development teams, database teams and implementation teams to deliver a new solution.
•  Managing the 24*7 Production support.
• Troubleshooting problems related to Apache, Mail, DNS, FTP, MySQL, etc.
• Giving technical support and configure according to the requirement for the Development Team.
• Creation and execution of Shell (Bash) Script to make the work automate and to interact with databases.
• Solving login Problem, handling troubleshooting, installation and many more.
• Configure installation NIS/SAMBA/NFS setup with Active Directory integration and Provide support and Maintenance.