Assistant Manager

1 month ago

Chennai, India timesjobs Full time

Position: Assistant Manager - Managed Hosting & Security Services
Date: 29 Apr 2024
Location: Chennai, India
Company: Tata Communications
Broad outline of the Role:
Responsible for Managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in Cloud and Security domain. The role acts as a conduit between customers and other teams such as engineering, architecture etc. for any issue resolution. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles.
Purpose - Broad objective of the role
Size and Scope of Role - No. of direct reports
Size and Scope of Role - Total team size
Minimum qualification & experience:
Graduate with 4-7 years of experience
Other knowledge/skills:
Good knowledge of implementation, installation, integration troubleshooting and overall functionalities
Experience in troubleshooting platform-related issues, data backup, restoration, retention
Maintains awareness of the latest technologies in the domain
Key Responsibilities:

Technical administration or troubleshooting to ensure the efficient functionality of the solution
Incident Validation, Incident Analysis, Solution recommendation
Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions
Act as a point of escalation for Level-1 customer service analysts
Coordinate with IT teams on escalations, tracking, performance issues, and outages
Prepare Monthly Executive Summary Reports for managed clients and continuously improve their content and presentation
Provide recommendations in tuning and optimization of systems, processes, procedures, and policies
Maintain an inventory of the procedures used by the operations team and regularly evaluate the procedures and add, remove, and update the procedures as appropriate
Publish weekly reports and monthly reports on customer service operations activity

Technical Competencies:
Knowledge / Skills:
Communication Skills
Job Segment: Assistant Manager, Engineer, Manager, Management, Security, Engineering

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