• Manage the end-to-end process of service delivery and operations - both upstream with tier 1 carrier partners and downstream with customers • Provide phone and email support to all customers, delivering professional and technical assistance during the provisioning of mobile, VoIP, and internet services, as well as post-activation support to resolve faults and address customer queries • Design and configuration VoIP deployments • Act as a technical escalation point for voice engineering team members • Provide ticketing support by troubleshooting network faults and service issues, and ensure timely callback and ticket updates • Handle escalated trouble tickets by diagnosing and resolving voice and network faults, while mentoring staff to deliver high-quality service to customers • Demonstrate strong technical aptitude to understand complex issues, resolve high-level fault conditions, and support diverse network technologies • Identify knowledge gaps and define necessary team resources, including recommending training courses and sourcing external trainers where required • Collaborate with engineering teams to develop hardware support documentation, troubleshooting guides, and training materials for the company product suite • Work with the in-house development team to improve workplace tools, automation, and customer self-service options to enhance support efficiency • Provide after-hours on-call support for escalations to management and corporate support teams, and handle scheduled out-of-hours work requests for internal and external stakeholders

• Build and deploy AI agents and automation workflows for support operations • Automate repetitive tasks including log parsing, data validation, and incident triage • Develop self-healing solutions for common operational failures • Integrate AI workflows with tools such as ServiceNow and Dynatrace • Create intelligent workflows that analyze logs, query databases, and provide RCA insights • Deliver automated operational context for incoming incidents • Improve incident response through proactive automation • Mentor Application Support teams on practical AI usage • Convert manual troubleshooting runbooks into automated workflows • Promote an automation-first culture through hands-on coaching and quick wins • Identify recurring operational inefficiencies and automate solutions • Track automation impact through metrics such as MTTR and manual hours saved • Develop scalable automation best practices for broader organizational adoption

• Serve as the primary owner of designated politically sensitive customer escalations, regardless of the originating team (Support, Professional Services, Customer Success, Renewals, or Sales) • Validate and prioritize incoming escalation requests to confirm they meet the threshold for ED involvement • Maintain a real-time view of all active escalations, their status, owners, and risk levels • Lead external customer calls with professionalism, empathy, and authority, establishing confidence that the situation is being taken seriously at the highest level • Establish clear, agreed plans of action with the customer, including ownership, milestones, and timelines • Ensure all customer-facing communications are timely, accurate, and appropriately calibrated to the audience (from end-user through to C-suite) • Convene and chair internal escalation calls, requesting the appropriate mix of technical, operational, and leadership resources, up to and including executive leadership, as the situation demands • Recommend and help prioritize troubleshooting and remediation actions, working through and within established processes and procedures • Align cross-functional teams around a single, coherent plan of action, influencing and advocating rather than directing, and ensuring clarity of ownership across each workstream • Own the internal and external communication cadence throughout the lifecycle of an escalation • Provide regular, concise status updates to senior leadership on active escalations, risks, and progress • Produce post-escalation reviews documenting root cause, resolution timeline, lessons learned, and recommended process improvements • Identify patterns across escalations and work with relevant team leaders to address systemic issues upstream • Define, maintain, and continuously improve the escalation management framework, playbooks, and escalation criteria • Act as a culture carrier for customer-centricity and accountability across the organization

• Provide N2 and N3 support for digital applications; • Perform advanced troubleshooting and analysis of critical production incidents; • Develop fixes and support the stabilization of environments; • Handle and manage tickets via ServiceNow; • Participate in and lead war rooms (crisis rooms); • Support deployments, perform technical validations and implement rollback strategies; • Monitor applications, integrations, infrastructure and performance; • Execute root cause analysis (RCA) using logs, metrics and traces; • Work closely with development, architecture, infrastructure teams and vendors; • Ensure the health of the production environment and oversee change requests (GMUDs); • Propose improvements to observability, resilience and operational stability.