Network Operations Manager

1. Network Monitoring & Remote Diagnostics

• Own the health, uptime and availability of every charger across all Zynetic-operated and Zynetic-managed networks AC and DC, across multiple OEMs and geographies.
• Monitor the network live through the Zynetic CMS: status notifications, heartbeats, boot notifications, connector states, offline chargers and failed sessions.
• Diagnose and resolve faults remotely over OCPP 1.6J / 2.0.1 soft and hard reset, trigger message, get diagnostics and logs, change configuration, unlock connector, remote start/stop transaction, change availability, firmware update.
• Read and act on OCPP error codes (ground failure, over-current, EV communication error, connector lock failure, power meter failure, under/over voltage) and drive every one to root cause and closure.
• Triage connectivity problems
• Maintain a complete, always-current asset register: every site, charger, connector, OEM, serial, firmware version, SIM, tariff and commissioning status.
• Plan and run firmware upgrade campaigns with charger OEMs, with post-upgrade verification on every unit.
• Escalate to charger OEMs and hold them to their warranty, spares and SLA commitments.

2. Customer Support & Service Desk

• Lead the India support desk serving EV drivers, site hosts and our B2B CMS customers.
• Define and run the L1 / L2 / L3 escalation model, ticket workflows, and response and resolution SLAs.
• Own every support channel helpline, WhatsApp, email, in-app chat and the number printed on our chargers.
• Resolve charging session disputes, failed transactions, refunds and payment reconciliation together with the finance team.
• Report first-response time, MTTR, first-time resolution rate, CSAT and repeat-fault rate — and improve them quarter on quarter.
• Build the knowledge base, SOPs, troubleshooting trees and response templates that let the team resolve faster with less escalation.

3. Field Technician Coordination

• Be the bridge between the NOC and field technicians, AMC partners and O&M vendors in India and the UAE.
• Dispatch a site visit only when remote resolution has genuinely failed — and when you do, brief the technician with the diagnosis, the likely part and the site access needed.
• Guide technicians live through on-site troubleshooting: resets, wiring and earthing checks, RCD/MCB and protection checks, connector and cable faults, metering and display issues.
• Track spare parts inventory, RMA cycles and OEM replacements so a fault is never waiting on a part nobody ordered.
• Coordinate site access and permissions with mall, hotel, fleet, residential and municipal hosts.
• Run the preventive maintenance calendar and verify closure with photographs, test reports and signed checklists.

4. Team Leadership

• Build the Noida NOC team from the ground up — hire, onboard, roster, train and appraise support executives.
• Run shift coverage and after-hours escalation with proper handover discipline and a clear escalation matrix.
• Coach your team on OCPP, charger electricals and customer communication until they can resolve independently.
• Run daily stand-ups with the team and weekly operations reviews with the Operations Head in the UAE.

5. Reporting, Process & Platform

• Publish daily, weekly and monthly network health and support dashboards to UAE leadership.
• Run a formal root cause analysis on every major outage, with corrective and preventive actions tracked to closure.
• Write and maintain the SOPs, incident management and change management processes the NOC runs on.
• Feed platform gaps, bugs and improvement requests from the operations floor back to our product and engineering teams.
• Support new site commissioning: onboarding chargers into the CMS, tariff and go-live verification.