Team Lead, Branch Office (ISP Operations)

• Deliver exceptional customer experiences by resolving technical issues promptly and efficiently through phone support and on-site visits. • Drive network reliability by performing daily troubleshooting, ensuring maximum uptime and stability. • Lead on-site installations, device setup, and physical troubleshooting to guarantee seamless customer operations. • Architect and maintain complex network infrastructure, including OLT (GPON/EPON) and MikroTik routers/switches. • Proactively monitor network performance, anticipating and mitigating potential downtime to ensure continuous service. • Manage and optimize team schedules to ensure 24/7 operational coverage, supervising up to 10 team members. • Oversee field and NOC support staff, driving timely ticket resolution and exceptional customer satisfaction. • Collaborate with core and network teams to resolve escalations and major incidents, ensuring swift issue resolution. • Develop and maintain comprehensive documentation of network issues, resolutions, and configurations. • Champion company policies, SLA, and service quality standards, ensuring adherence and excellence. • Inform branch-level planning, reporting, and performance evaluation, providing actionable insights for growth and improvement.