Job Summary

We are looking for an experienced Service Operations Manager – Installation to manage FTTH installation operations, field teams, service quality, and customer installation activities while ensuring SLA and TAT compliance.

Requirements

Key Responsibilities

Manage and monitor daily FTTH/Internet installation activities.
Lead and coordinate Field Engineers, Technicians, and Team Leaders.
Allocate installation jobs and ensure timely completion within SLA.
Monitor technician productivity, pending jobs, repeat visits, and installation quality.
Coordinate with NOC, Customer Care, Stores, and Network teams for smooth operations.
Handle customer escalations and installation-related technical issues.
Ensure proper installation of fiber cables, OLT/ONT/ONU, routers, and related equipment.
Conduct field audits and ensure compliance with installation SOPs and safety standards.
Prepare daily/weekly performance reports and monitor operational KPIs.
Train and motivate installation teams and improve overall service efficiency.

Required Skills

Good knowledge of FTTH/FTTx, GPON, fiber optics, OLT, ONT/ONU, and splicing.
Strong team management and problem-solving skills.
Good communication and coordination abilities.
Experience in ISP/Telecom installation operations is preferred.

Competências necessárias

FTTH/FTTx technologyGPON technologyFiber optics principlesOLT/ONT/ONU equipment knowledge and handlingFiber splicingRouter/Customer Premises Equipment (CPE) installationTeam leadership and people managementJob allocation and field workforce schedulingSLA and TAT managementField audits, SOP compliance and safety standards enforcementOperational KPI monitoring and performance reportingCross-functional coordination (NOC, Customer Care, Stores, Network)Customer escalation handlingTechnical troubleshooting and problem-solving for installations

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