Superloop

• Receive, validate, and process wholesale customer orders across the service lifecycle, including activations, changes, churn, and disconnections • Coordinate with internal teams and external carriers/partners (as applicable) to ensure timely and accurate delivery and restoration of wholesale services • Act as an operational escalation point for wholesale customers and internal stakeholders, managing enquiries and escalations through to resolution with clear, timely communication • Identify, diagnose, and resolve complex service, network, and infrastructure issues impacting wholesale services, performing incident and problem management in line with operational procedures and SLAs/OLAs • Manage an assigned caseload with effective prioritisation, proactive follow-up, accurate ticket updates, and end-to-end ownership to closure • Escalate complex, high-impact, or unresolved issues to Engineering and other resolver groups as required, providing clear diagnostics, evidence, and customer impact details • Support provisioning and service change implementation, including configuration and verification of customer and network elements in accordance with approved processes • Assist with planned maintenance and upgrade activities by coordinating operational readiness, customer communications, and post-change verification of service impacts • Engage shared services teams to support optimal service performance through monitoring, diagnostics, proactive support, and coordinated restoration activities • Produce and distribute monthly operational reporting on service and support performance, SLA/OLA compliance, provisioning outcomes, and key quality metrics • Maintain accurate records of services, configurations, and customer environments • Create and maintain documentation for systems, processes, and known issues • Contribute to knowledge sharing across teams, including support for onboarding wholesale customers • Support investigation and resolution of billing-related queries through accurate data management • Identify risks, recurring issues, and opportunities for operational continuous improvement • Adhere to all operational procedures, safety requirements, compliance, and business functional separation obligations • Work collaboratively across teams while maintaining approved engagement paths and role boundaries