Manager - Customer Service Operations (Customer Service Operations) - B3201_2

Key Responsibilities

Responsible to provide Subject Matter Expertise to support technical solutions related to multiple SDWAN specializations (product/ technology) for customers with the objective of increasing revenue, profitability and market competitive and ensuring solutions provided meet customer requirements with the objective of ensuring design and delivery of complex solutions as per customer requirements.

Review incidents and ensure resolution efficiency to ensure smooth operation and maintenance of network components and other specified equipment (e.g. SBCs) to drive network efficiency and availability.

Maintain quality standards to achieve optimal levels of operation and KPI targets. Provide last mile support for service assurance of all business segments across TCL.

Tracks and monitor network traffic and performance to ensure minimal interruption to transmission and/or network switches.

Ensure adequate monitoring of various network aspects panning across different service and ensuring quick and appropriate resolution of network issues (remote as well as on-field).

Monitor vendor performance, particularly critical incidents, delayed cases, non-adherence to SLA, etc.

Lead implementation for any new network updates, Planned Activities, and change Management.

Corrects network and SOC problems effectively and in a timely manner.

Drive initiatives, industrialization, and efficiencies to network facilities for improvements (i.e. enhancements, updates, upgrades, new systems).

Establishes tools and procedures to monitor network performance. Assure platform and service availability to the customers, through least cost routing, thereby ensuring SLA compliance and QoS of the customer services.

Ensure efficient and effective technical customer service as per SLAs. Manage Technical Support Center and operations of escalation desk/tickets for all issues.

Minimum qualification & experience

May be an individual contributor or may lead a team through application of deep knowledge of one job area or broad knowledge of several job areas within Service Assurance.

Operational role, responsible for setting objectives and delivering results that have a significant impact within the context of a wider operational area.

Identifies problems and updates or modifies working methods in own role without the benefit of defined procedures.

May Provide first level of supervisory management to a work team that includes professional roles. May also supervise technical and administrative staff.

Typically has no budget responsibility.

Education: Graduate BE or B.Tech with Experience: 6-10 years

Other knowledge/skills

Entrepreneurial: You spot opportunities to drive growth for our brand and our customers, making sure the Tata Communications brand is always protected, enhanced, and elevated

Proactive and open: As a team, we embrace new ideas, challenges and change with positivity and a hands-on approach

Human: We all make mistakes, but you are not afraid of failure nor do you penalise it. You see mistakes as opportunities to learn for the future