ABOUT US: iBASIS is the leading communications solutions provider enabling operators and digital players worldwide to perform and transform. iBASIS provides the end-to-end Global Access for Things™ connectivity solution, delivering single source cellular IoT access worldwide, provisioned through GSMA-standard eSIM/eUICC technology. In combination with the Simfony Connectivity Management Platform (CMP), a fully-featured management platform for remotely programmable SIMs (eSIMs), the iBASIS IoT solution simplifies IoT connection through one unified platform for seamless, remote, programmable, and secure communication.iBASIS is the first independent communications specialist, iBASIS today serves 1,000+ customers across 18 offices worldwide. Next to the end-to-end Global Access for Things™ connectivity solution, iBASIS offers a full portfolio of innovative mobile data, messaging and roaming solutions in the fastest-growing segments of global telecommunications - IP and mobile, with 700+ connected destinations. Goal is to be in the global top-3 of IPX players, driven by the growth in LTE roaming.WHY US: The iBASIS Global Access for Things portfolio of services uses GSMA standardized eSIMs to allow customers global access with a single SIM and the ability to control that data via policies. Leveraging a network of relationships with mobile network operators (MNOs), iBasis is a disruptive force in the IoT industry, specializing in cellular connectivity and offering a best-in-class management platform to manage that connectivity. In this rapidly expanding part iBasis portfolio, you have an opportunity to help grow iBasis into the market leader in IoT connectivity and connectivity managementTHE ROLE: iBasis is seeking a customer-focused, flexible team player with a focus on providing first-class support for our international customer base (international voice, mobile signalling, data, IOT, SMS and mobile value added services). This role will be the technical interface between the assigned accounts and the different groups inside the iBasis Operations departments.Job Responsibilities: Serve as the primary operational representative for iBASIS, complementing and supporting the Account Manager while acting as a trusted customer partner. Develop a deep understanding of customer needs and expectations, representing their voice within iBASIS. Act as the main point of contact for customer escalations, ensuring emergency escalations follow the defined escalation matrix. Coordination during critical events, ensuring timely and accurate communication between internal teams and the customer. Manage and support all activities related to major incidents, escalations, and service-impacting events, ensuring prompt resolution. Collaborate in the preparation of RCA and RFO reports, ensuring lessons learned are captured and shared. Deliver customer-focused performance and quality reports, including regular and customized reports Provide detailed Incident Management reports covering MTTR, handling time, SLA performance, and trend analysis. Conduct regular review meetings with customers to discuss service performance, critical events, and ongoing support topics. Ensure alignment of customer expectations with iBASIS service offerings, SLAs, and operational processes. Maintain updated customer contact information and internal communication matrices for seamless coordination. Coordinate cross-functional teams (Routing, Sales, NOC, and quality) to expedite issue resolution and minimize customer impact. Partner with Account Managers to identify and execute operational synergies that support business growth. Act as a bridge between Business and Operations, ensuring cohesive communication and aligned priorities. Educate customers on iBASIS procedures, escalation paths, and incident management frameworks. Collaborate with customers and internal teams to plan operational changes, maintenance windows, and service events. Play an active role during major incidents to ensure reliable communication flow and customer confidence. Drive continuous service improvement initiatives focused on strengthening service quality, operational efficiency, and customer experienceRequirements: B.Tech / B.E in ECE / CSE / IT / EEE / EE 5-10 years of overall professional experience, including at least 2 years of relevant experience in Service Management / Service Delivery / Customer Support. ITIL Certification will be a plus but not mandatory. Preference for candidates from the telecom industry with an understanding of Telecom Network KPIs / SLAs. Demonstrated experience with escalation management, KPI management, incident management, and customer-facing support activities. Good command on Excel / MS office / Power Point Strong communication and presentation skills; ability to communicate across all teams and levels of the organization. Flexible to handle customer escalations during off-business hours. Ability to use English language in day-to-day work. Ability to thrive in a fast-paced environment and understand complex issues. Experience with analytics tools preferred (e.g., Business Objects). Strong commercial orientation with ability to link operational excellence to commercial success. Excellent process, problem-solving, and analytical skills. Ability to work well with cross-functional teams across multiple time zones. Driving Continual Service Improvement (CSI) initiatives as an integral part of the role.
Job Title
Service Manager