Manager - Customer Service Operations

1 day ago

Pune, Maharashtra, India Tata Communications Full time ₹ 12,00,000 - ₹ 36,00,000 per year

About The Company
Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications

Job Description

  • Responsible for managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in respective areas of Network/SDWAN/Cloud & Network security/Unified Collaboration/Mobility & IoT/other domains. 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.

Responsibilities: -

  • Technical administration or troubleshooting to ensure the efficient functionality of the solution.
  • Lead end-to-end project management for strategic initiatives across multiple functions or business units.
  • Develop detailed project plans, timelines, resource plans, budgets, and risk mitigation strategies.
  • Engage with stakeholders at all levels to gather requirements, align goals, and manage expectations.
  • Manage project scope, change requests, and impact assessments through formal change control processes.
  • Solid understanding of networking fundamentals (TCP/IP, LAN/WAN, Firewalls, VPNs)
  • 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.

Desired Skill sets

  • Good knowledge on implementation, installation, integration troubleshooting and overall functionalities
  • Experience managing cross-functional teams and large-scale enterprise projects
  • Experience in troubleshooting platform related issues, data backup, restoration, retention
  • Ability to manage multiple high-priority projects in a fast-paced environment.
  • Maintains awareness of latest technologies in the domain (Cloud, Firewalls, Devops)

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