1St Line Service Manager - B2B

What you'll doEnhance service delivery and operational efficiency for corporate segments (Tier 1)Manage exclusive and dedicated first-level support for top-tier enterprise customersLead a 24/7 support team to deliver high-quality customer supportCollaborate with product, pre-sales, sales, network operations, and engineering teams to support customer needsEnsure team performance and adherence to support processesMaintain effective communication with both internal and external stakeholders, especially with the VBU delivery team regarding the handover to support process, requiring a deep understanding of the complex solutions implemented on this type of customersProvide functional support management and in-depth troubleshooting to ensure optimal system performanceRespond to high-priority customer escalations, meet SLAs, and maintain strong customer relationshipsMonitor service performance, generate reports, and continuously improve service quality and availabilityProvide support, mentorship, and training to develop team membersWho you areDegree in Systems and Telecommunications, Informatics Engineering, or Management Informatics 5 years of experience in a similar role Knowledge of the telecommunications industry and Cisco technologyExcellent communication skills Proven experience in team management Advanced technical expertise in access networks, LAN, WAN technology, IoT, Cloud, Security Services, and incident management Ability to handle high-pressure situations Proficiency in English and Portuguese required