Job Description

Job Title: Account Program Technical Manager

Department: Network & Service Delivery
Location: Bengaluru

Position Overview

The Account Program Technical Manager (APTM) serves as the strategic interface between key enterprise customers and internal delivery functions. This role drives end-to-end program management for Internet Leased Lines (ILL), Broadband Links, SD-WAN, and Enterprise Wi-Fi services, ensuring customer satisfaction, operational excellence, and SLA compliance. The position demands a blend of technical depth, customer engagement, and leadership acumen to enable scalable service delivery across multiple geographies.

Key Responsibilities

1. Program Governance & Account Management

Act as the single point of contact (SPOC) for assigned enterprise accounts. Lead full lifecycle project management: feasibility, provisioning, installation, UAT, handover, and steady-state support. Conduct Monthly Governance Reviews (MGRs) and Quarterly Business Reviews (QBRs) with stakeholders. Align delivery with customer SLAs, KPIs, and compliance requirements.
2. Network Service Delivery

Manage broadband, ILL, and SD-WAN deployments, including vendor and OEM coordination. Validate L2/L3 routing, policy configurations, and WAN segmentation for multi-site rollouts. Oversee Wi-Fi network implementation -- SSID planning, VLAN setup, AP configuration, and controller integration. Maintain real-time link inventory with details on CPE, static IPs, and topologies.
3. Technical Governance & Monitoring

Implement proactive network monitoring. Conduct Root Cause Analysis (RCA) and implement preventive measures for recurring incidents. Drive compliance to ITIL, ISO 27001, and corporate ITSM frameworks.
4. Stakeholder & Cross-Functional Collaboration

Liaise with NOC, Field Engineers, OEMs, and Network Design Teams to ensure seamless execution. Collaborate with customer IT and procurement teams for validations and escalations. Support internal sales and pre-sales functions with solution validation and technical inputs.
5. Compliance & Documentation

Maintain SOPs, project templates, and deployment documentation as per compliance standards. Ensure traceability of delivery artifacts for audit readiness. Enforce governance on data security and business continuity policies.
Required Qualifications

Bachelor's degree in Engineering / Computer Science. 2-3 years of experience in ISP, SD-WAN, or Enterprise Network Program Management. Hands-on exposure to Fortinet, Ray, Cisco, Versa, or Palo Alto SD-WAN platforms. Strong understanding of L2/L3 protocols, BGP, OSPF, VLAN, and Wi-Fi standards (802.11ac/ax).
Key Competencies

Customer-Centric Execution - Focused on outcome-based delivery and SLA adherence. Operational Leadership - Capable of managing distributed project teams. Analytical Agility - Strong in data interpretation, trend analysis, and RCA frameworks. Cross-Functional Collaboration - Excellent coordination between business and technical teams. Strategic Communication - Skilled in stakeholder management and executive reporting.
Preferred Certifications

ITIL v4, PMP, or PRINCE2 NSE 4+/CCNP/Aruba Certified Mobility Professional AWS/Azure/Google Cloud Networking Associate (Optional)
Experience: A minimum of 2 years Experience is required.

Job Types: Full-time, Permanent

Pay: ₹30,000.00 - ₹50,000.00 per month

Work Location: In person