Company: ZAPIM (Quick SMS Networks Pvt. Ltd.)

Location: Noida (Work From Office)

Employment Type: Full-Time, Permanent

Experience: 3–6 Years

Industry: CPaaS / Telecom

About the Role

We are looking for an experienced NOC Support Manager to lead our Technical & Product Support function. The ideal candidate will be responsible for managing end-to-end support operations across WhatsApp Business API, RCS, SMS, Email, and AI Voice Agent platforms, ensuring platform reliability, customer satisfaction, and operational excellence.

Key Responsibilities

Client Onboarding & Platform Activation

- Manage end-to-end onboarding for WhatsApp Business API, RCS, SMS, Email, and AI Voice Agent solutions.
- Configure customer accounts, APIs, templates, sender IDs, and platform settings.
- Support Meta Business Verification, DLT registration, and other compliance requirements.
- Ensure smooth customer activation and successful go-live.

Technical & Product Support

- Lead L1, L2, and L3 support operations.
- Monitor platform health, message delivery, APIs, webhooks, and system performance.
- Troubleshoot technical issues and manage customer escalations.
- Conduct Root Cause Analysis (RCA) and implement preventive actions.
- Ensure adherence to defined SLAs and service quality standards.
- Prepare incident reports, operational dashboards, and support metrics.

Team Management

- Lead and mentor the NOC & Support team.




- Define support workflows, escalation matrix, and shift planning.
- Conduct regular performance reviews and technical training sessions.

Product & Engineering Collaboration

- Work closely with Product and Engineering teams to resolve issues and improve platform performance.
- Track bugs, validate fixes, and ensure timely releases.
- Maintain technical documentation, SOPs, FAQs, and knowledge base articles.

Required Skills

- Strong understanding of WhatsApp Business API, RCS, SMS, Email, and AI Voice platforms.
- Experience with REST APIs, Webhooks, JSON, Postman, and API troubleshooting.
- Good knowledge of Linux, SQL, Networking, and Cloud environments.
- Familiarity with monitoring, logging, and ticketing tools.
- Excellent troubleshooting, analytical, and communication skills.
- Proven experience in leading technical support or NOC teams.

Preferred Qualifications

- Bachelor's degree in Computer Science, Information Technology, Electronics, or a related field.
- Experience in the CPaaS, Telecom, Messaging, or SaaS industry is highly preferred.

What We Offer

- Opportunity to work on cutting-edge CPaaS and AI communication products.
- Leadership role with high ownership and decision-making.
- Competitive salary and performance-based growth.
- Collaborative and fast-paced work workplace.

Apply Now: [email protected]

📌 NOC SUPPORT MANAGER (CPaaS) (Noida)
🏢 Zapim
📍 Noida