Service Delivery Manager

4 days ago


Pune, Maharashtra, India Tata Communications Limited Full time

Job Description

 

The primary role of the Service Delivery Manager is to oversee the efficient functioning of customer services and solutions.

This includes managing customer queries, diagnosing complex technical issues in Hybrid Network Services domain, and resolving them in a timely manner. The role acts as a liaison between customers and other teams such as engineering, architecture, etc. for issue resolution.

This operational role is responsible for delivering results that have a direct impact on day-to-day operations. The incumbent will be capable of instructing professional or technical staff and reviewing the quality of work undertaken by these roles.

Responsibilities:

  • Network Link/Device Connectivity Troubleshooting
  • SNMP Configuration and Issue Resolution
  • Customer Operations Support and Coordination
  • SNOW Ticket Management and Updates
  • Technical Administration or Troubleshooting to Ensure Efficient Functionality of Solution
  • Incident Validation, Incident Analysis, Solution Recommendation
  • Assists with Development, Revision, and Maintenance of Standard Operating Procedures and Working Instructions
  • Acts as Point of Escalation for Level-1 Customer Service Analysts
  • Coordinates with IT Teams on Escalations, Tracking, Performance Issues, and Outages
  • Publishes Weekly Reports and Monthly Reports on Customer Service Operations Activity

 

Desired Skill Sets:

Good Knowledge on Implementation, Installation, Integration Troubleshooting, and Overall Functionalities

Experience in Troubleshooting Platform Related Issues, Data Backup, Restoration, Retention

Maintains Awareness of Latest Technologies in Domain



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