Back Office (BO) Manager - Telecommunications Managed Services

About the role

The Back Office (BO) Manager leads technical support operations within a telecommunications managed services project, ensuring network stability, service availability, compliance with Service Level Agreements (SLAs) and continuous performance improvement. The role coordinates technical teams, the Network Operations Center (NOC), field operations, equipment vendors and customer stakeholders to resolve incidents quickly and keep service quality high.

Key responsibilities

• Lead daily back office operations across RAN, transmission, IP/MPLS, datacom, core CS/PS and related platforms, providing L2/L3 support for escalated incidents and maintaining technical documentation and alarm monitoring.
• Manage major incidents end to end, lead root cause analysis, track MTTR and repeat incidents, and drive permanent fixes.
• Monitor network KPIs, develop recovery plans for underperforming sites and links, and work with the NOC and field teams to improve availability and reduce packet loss.
• Ensure SLA compliance, identify potential breaches early, and provide technical evidence for service credit assessments and contractual reviews.
• Review and validate network changes, assess change risks, and support network transformations and technology migrations.
• Coordinate the NOC, field maintenance, performance management and project teams, define escalation paths and support field interventions.
• Manage vendor escalations with OEMs such as Huawei, ZTE, Ericsson, Cisco and Extreme Networks, ensure knowledge transfer and monitor vendor support effectiveness.
• Produce daily, weekly and monthly performance reports, run technical review meetings and present risks and recovery progress to the Managed Services Project Director and customers.
• Lead and coach back office engineers, define objectives, close competency gaps and promote operational discipline, health and safety and information security.

Required profile

• Bachelor's degree in Telecommunications Engineering, Electrical/Electronic Engineering, Computer Networks or a related technical discipline.