Manager - Global Service Operations

About Tata Communications

Tata Communications is a leader in redefining connectivity through innovation and intelligence. Emphasizing the next generation of technology, they leverage Cloud, Mobility, Internet of Things, Collaboration, Security, Media, and Network services to shape the future of communications.

Role Overview

We are seeking a highly proficient network expert with extensive knowledge in SD-WAN, Ethernet, IP, MPLS, BGP, and other core enterprise networking technologies. The ideal candidate must have practical experience in designing, executing, and optimizing large-scale enterprise networks, guaranteeing high availability, optimal performance, and robust security. Deep understanding of routing protocols, WAN optimization, and service provider contexts is critical.

Key Responsibilities

• Serve as the primary technical liaison for customers in designing and transitioning enterprise network services, focusing on SD-WAN and MPLS-based technologies.
• Perform audits of customer solutions and keep post-sales design documentation updated to reflect the current operational network state.
• Support ongoing Moves, Adds, Changes, and Deletes (MACDs), including intricate and commercial design alterations, collaborating within a triage and delivery team to assess impacts and vet new business propositions.
• Partner with service assurance teams to enhance customer experience by ensuring consistent service quality.
• Participate in service review meetings, analyze customer feedback and issues, offer technical guidance, and propel initiatives to boost service performance and reliability.
• Collaborate across cross-functional teams to implement action plans derived from Service Improvement Planning (SIP) to elevate customer satisfaction.
• Lead analysis on recurring tickets for enterprise clients by conducting comprehensive Root Cause Analysis (RCA) and applying Preventive and Corrective Actions (PCA) to reduce repeat faults.
• Function as the Level 4 escalation point for intricate network design challenges, ensuring rapid and effective resolution to critical service interruptions.
• Provide strategic advisory services to enterprise clients, suggesting network enhancements to optimize operations and design resilient, scalable infrastructures.
• Review and authorize essential network changes, facilitating smooth deployments with minimal service disruptions.
• Steer post-sales technical design updates in partnership with cross-functional teams to customize network advancements that meet evolving customer needs.