Sr Manager

3 weeks ago

India Gurgaon Gurugram Tata Communications Limited Full time
Job Family DescriptorManage customer queries related to all services and solutions delivered includes complex customer issues diagnosing and thereby resolving and fixing Act as a conduit between customer and other teams such as engineering architecture etc for any issue resolution Provide L2L3 support to resolve hardwaresoftware issues by applying tehnical expertiseBroad outline of the Role
  • Responsible for driving and monitoring a 24x7 customer facing team providing L1, L2 and L3 technical support in Cloud and security domain with the objective of providing timely resolution to technical issues faced by customer and ensuring a good post-sales support experience to the customer. This is a tactical role which has a significant mid-term impact on business units overall results.
Purpose - Broad objective of the roleOperating Network - Key ExternalOperating Network - Key InternalSize and Scope of Role - FinancialSize and Scope of Role - No. of direct reportsSize and Scope of Role - Total team sizeSize and Scope of Role - Other size parametersMinimum qualification & experience
  • Graduate with 7-12 years of experience
Other knowledge/skills
  • Excellent customer handling ability.
  • Should have dealt with large team sizes.
  • Experience on building process efficiency
  • Expertise on implementation, installation, integration troubleshooting and overall functionalities.
Key Responsibilities
  • Monitor and review resolution of customer issues by customer service operations team, analyse productivity and escalation of issues.
  • Incident management - assign incident manager for critical/escalated faults, manage all customer communication, work with internal stakeholders to ensure timely fault resolution.
  • Plan support needs for the customer ensure timely execution of service acceptance function and compliance with turnaround time (SAT)
  • Engage with customers, understand their expectations, gather transaction feedback, and ensure closures within the fault window.
  • Monitor spikes in escalation of tickets.
  • Devise mechanism to track all escalations and identify root cause of the escalations.
  • Identify improvement areas in terms of process, people, resources to avoid escalating situations and implement solutions.
  • Review of performance on a periodic basis and minimize recurrence of incidents basis the past trends.
  • Share timely feedback with engineering team on customer experience and major issues faced by them. Identify key problem segments and plan changes on a pro-active basis.
  • The role will lead a large team.
Technical CompetenciesKnowledge / SkillsCommunication Skills

  • Sr Executive CRM/Asst Manager CRM/ Manager CRM

    2 weeks ago

    Gurgaon, Haryana, India nimai developers Full time

    Apply for Sr Executive CRM/Asst Manager CRM/ Manager CRM, Career Progress Consultants in Gurgaon for 3 - 6 Year of Experience on

  • Sr Executive CRM/Asst Manager CRM/ Manager CRM

    2 weeks ago

    Gurgaon, India nimai developers Full time

    Apply for Sr Executive CRM/Asst Manager CRM/ Manager CRM, Career Progress Consultants in Gurgaon for 3 - 6 Year of Experience on TimesJobs.com.

  • Asst Manager Sales

    1 week ago

    Gurgaon, India nimai developers Full time

    Apply for Asst. Manager Sales / Sr Executive Sales, Career Progress Consultants in Gurgaon ,Jaipur for 0 - 3 Year of Experience on TimesJobs.com.

  • Sr. Manager

    5 days ago

    Gurugram, India Genpact Full time

    Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people –...

  • Sr. Manager

    8 hours ago

    gurugram, India Genpact Full time

    Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people –...

  • Sr. Manager

    24 hours ago

    Gurugram, India Genpact Full time

    Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people –...

  • Sr Manager

    2 weeks ago

    Gurgaon, Haryana, India timesjobs Full time

    : Sr Manager - Customer Service Operations (Cloud & Security Customer Service Operations) - B4101_1Date: 26 Sep 2023Location:Gurgaon, IndiaCompany:Tata CommunicationsJob Family DescriptorManage customer queries related to all services and solutions delivered includes complex customer issues diagnosing and thereby resolving and fixing Act as a conduit between...

  • Sr Account Manager- SEO

    7 days ago

    india Aptita Full time

    Sr Account Manager- SEO Job Description: Shift Timing : Apac-7.30am / 8.00am Key responsibilities: Develops account strategy in partnership with client and SEO Director and is accountable for the execution of strategy and achievement of KPIs Ensures deliverables are met on time and on budget Owns and manages the client strategy and plans key campaign...

  • Sr. Manager Engineering Change Management

    1 month ago

    india Tata Motors Full time

    Position Summary with Job Responsibilities Position Summary- Senior Manager – Engineering Change Management Education BE ( preferably Mechanical/Production) Work Experience Experience : 3-6 Years Industry : Automobile Tata Motors Leadership Competencies 1. Drive for resultsDeveloping Self and Others - Recognizing...

  • Manager - Sr. Manager HR

    1 month ago

    india JAC Recruitment Full time

    Manager / Senior Manager - Human Resources & Administration ( Automobiles/Manufacturing) Role: Manager - HR & Admin Or Sr. manager – HR & Admin Location: Bidadi, Karnataka 562109 Reporting to: Managing Director of the company Age: 40-50 Job Responsibilities: HR and IR: - - Develops implements, manages, and administers...

  • Sr. Engineer

    1 week ago

    gurugram, India Faurecia Full time

    Job Description Position Description Title : Sr. Engineer - Maintenance Reports To : Maintenance Manager Description : Automation Engineer must have good exposure in Automation, Siemens PLC Programming, SCADA and drives. The main responsibilities of the role are to: Siemns PLC automation Wincc SCADA...

  • Sr. Engineer

    4 weeks ago

    Gurugram, India Faurecia Full time

    Job Description Position Description Title : Sr. Engineer - Maintenance Reports To : Maintenance Manager Description : Automation Engineer must have good exposure in Automation, Siemens PLC Programming, SCADA and drives. The main responsibilities of the role are to: Siemns PLC automation Wincc SCADA troubleshooting and modification ...

  • Creative Manager

    1 week ago

    gurgaon, India NAT HABIT Full time

    About Nat Habit: We are making natural living a HABIT little by little. We serve freshly made, 100% natural beauty & wellness products inspired by ancient ayurvedic solutions. We take users back to natural secrets everyday. All our products are certified authentic ayurvedic formulations prepared FRESH in our ayurvedic kitchens with whole grains, grams,...

  • SR. Account Manager

    1 month ago

    india 2coms Full time

    Job Description Hiring for Account Manager.Designation:SR . Account Manager Must Have: Should have min 3 years exp. on Client handling & Client Co-ordination.  Should be comfortable in WFO. Location:Kolkata, Hyderabad, Mumbai and Bangalore Experience: Min 3 Years Job Description:Communicating with clients to understand their needs and explain product...

  • Business Development Sr. Manager

    1 month ago

    gurugram, India Event-U-All Full time

    Job roles & responsibility – Should have connect with corporate clients, business development, Corporate Sales experience, should work on targets, meet clients, send quotations, negotiations Industry - Event management Business Responsibility: Understand Client requirements, modification instructions, project brief & event objectives. Act as a bridge...

  • Creative Manager

    1 week ago

    Gurugram, India NAT HABIT Full time

    About Nat Habit: We are making natural living a HABIT little by little. We serve freshly made, 100% natural beauty & wellness products inspired by ancient ayurvedic solutions. We take users back to natural secrets everyday. All our products are certified authentic ayurvedic formulations prepared FRESH in our ayurvedic kitchens with whole grains, grams, milk,...

  • Creative Manager

    1 week ago

    gurugram, India NAT HABIT Full time

    About Nat Habit: We are making natural living a HABIT little by little. We serve freshly made, 100% natural beauty & wellness products inspired by ancient ayurvedic solutions. We take users back to natural secrets everyday. All our products are certified authentic ayurvedic formulations prepared FRESH in our ayurvedic kitchens with whole grains, grams,...

  • Creative Manager

    1 week ago

    Gurugram, India NAT HABIT Full time

    About Nat Habit: We are making natural living a HABIT little by little. We serve freshly made, 100% natural beauty & wellness products inspired by ancient ayurvedic solutions. We take users back to natural secrets everyday. All our products are certified authentic ayurvedic formulations prepared FRESH in our ayurvedic kitchens with whole grains, grams, milk,...

  • Sr. Engineer

    7 days ago

    india QRC Group, LLC Full time

    Job Description Sr Engineering with experience in medical device or pharma industries, and packaging areas. Experience in Parenteral Inspection and/or Packaging equipmentKnowledge in Engineering ProjectsKnowledge in CAPA, Change Management and Compliance Shift: 2ND and 3rd shifts Requirements Doctorate or Master's degree and 3 years of Engineering...

  • Sr. Executive- Accountant

    3 weeks ago

    gurugram, India JAC Recruitment Full time

    Job Description: Sr. Executive- Accountant   Location: Gurgaon Experience: 3-5 years Qualification: CA / CMA Inter Skills- Taxation must   Check/Review of sale invoices wrt GST provisions. Check/Review of purchase invoices wrt GST provisions. Reconciliation of sales & purchase with book...