WorldLink is the largest broadband service provider in Nepal employing over 5,000 people and connecting over 950000 households over its own nation-wide, state-of-the-art optical fiber network. Today, over 3.4 million netizens use WorldLink to access the Internet, representing around one-third of all active Internet users in the country. Around 1.75 million TV viewers use WorldLink’s IPTV services to watch live TV and video-on-demand entertainment. Established in 1995, WorldLink is a rare success story of patience, perseverance and persistence in Nepal. As a result, WorldLink has attracted the largest foreign private equity investment in Nepal, with investments from BII and Dolma Fund.

Assistant Manager

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Basic Job Information

Job Category	:	IT & Telecommunication > Customer Support, Network Engineer/ Network Administrator, Switching/ Router
Job Level	:	Senior Level
No. of Vacancy/s	:	[ 1 ]
Employment Type	:	Full Time
Job Location	:	Kantipath
Offered Salary	:	Not Disclosed
Apply Before(Deadline)	:	Oct. 10, 2025 23:55 (1 day, 2 hours from now)

Job Specification

Education Level	:	Under Graduate (Bachelor)
Experience Required	:	More than 6 years
Professional Skill Required	:	Leadership Team Management Customer Service Customer Support Technical Support

Other Specification

Bachelor’s degree in IT, Computer Science, Management or related field (MBA or advanced degree preferred.)
Experience of 6+ years in technical operations or support management in the telecommunications or ISP industry.
Proven track record of leading multiple teams in high-pressure environment, preferably in the telecommunications or ISP industry.
Excellent leadership and team management skills, with a track record of motivating and developing technical support professionals.
Strong technical acumen and understanding of internet and networking technologies.
Demonstrated problem-solving skills, particularly in managing complex customer issues and escalations.
Ability to thrive in a fast-paced environment and manage multiple priorities with a focus on delivering high-quality support to enterprise customers.

Job Description

Build and lead high-performing technical support and field operations teams. Mentor supervisors to ensure adherence to standard operating procedures, maintain technical excellence, and promote a customer-centric culture.
Directly handle critical technical escalations using expertise in networking (e.g. Routing protocols, VLANs), optical networks (e.g. GPON, Active Fiber), and value-added services (e.g. Enterprise Networking, Enterprise Wi-Fi), ensuring minimal service downtime for enterprise customers.
Engage directly with enterprise customers during high-priority escalations. Deliver timely technical assistance and updates through customer communication platforms to ensure resolutions and satisfaction.
Refine standard operating procedures and implement automation within ticketing systems to streamline issue resolution and consistently meet SLAs.
Analyze KPIs using ticketing and performance tracking tools. Prepare and present reports to senior management on team performance, escalation outcomes, and process improvements.
Work with cross-functional internal teams (e.g. Support, Sales, Field operations, NOC, Systems, Logistics) and external partners to incorporate feedback, enhance service offerings, and align with organizational goals.
Deliver ongoing training on technical skills, operational procedures, and customer communication. Stay updated on telecom and networking trends to enhance team capabilities and service quality.