Job Context

Bengal Broadband Limited is seeking a dynamic, technically proficient, and leadership-driven Senior Manager - Network Operations & Support. This is a key role that bridges high-level network engineering with world-class subscriber support. The successful candidate will have ultimate ownership of our network’s live performance (uptime, routing, capacity) and the end-to-end quality of service experienced by our subscribers through 24/7 NOC operations, technical support, and field operations.

Job Responsibilities

NOC & Support Operations Leadership

24/7 NOC Governance: Oversee round-the-clock shift-based NOC operations. Enforce strict shift handover disciplines, escalation matrices, and alert threshold tuning.
Major Incident Command: Function as the incident commander for all P1 and P2 faults. Coordinate cross-functionally with Infrastructure, IT/Systems, and Field teams to restore service within SLA targets, while providing real-time updates to the CTO.
Team & Field Care: Direct L1/L2 technical support staff and field technicians. Optimize dispatch scheduling, territory coverage, first-visit resolution rates, and spare parts inventory management.

SLA & Root Cause Analysis:

Own customer-facing metrics (MTTD, MTTR, CSAT). Conduct rigorous post-incident reviews for all major faults, implementing permanent corrective actions to lower overall ticket volumes.
Tooling Ownership: Maintain and optimize the monitoring stack and helpdesk ticketing system configurations.

Network Operations & Infrastructure Management

Network Availability Ownership: Guarantee maximum uptime across backbone, distribution, and last-mile layers, strictly targeting a 99.5%+ monthly availability threshold. Own all network-level incident responses.
Upstream & Peering Management: Strategically manage peering sessions and transit bandwidth procurement from national and international carriers, including BTCL, NTTNs, IIGs, and NIX providers.
Capacity Planning & Optimization: Proactively monitor utilization across all links and PoPs. Forecast saturation 60–90 days ahead to initiate upgrade protocols before any performance degradation impacts subscribers.
Traffic & Route Optimization: Continuously analyze and refine traffic paths to achieve optimal performance and maximum cost efficiency across the network.
Change & Vendor Management: Plan, coordinate, and execute critical network maintenance windows with zero-to-minimum subscriber impact. Manage relationships and enforce strict SLAs with equipment vendors.