Assistant Manager - Captive Operations

About the Company

Tata Communications is pioneering advancements in connected technologies by integrating innovation and intelligence across Cloud, Mobility, Internet of Things, Collaboration, Security, Media, and Network services. The company is shaping the future landscape of communications with a vision for a New World of Communications.

Role Overview

This position involves managing and resolving customer queries for various services and solutions, focusing on the Cloud and Security domains. The role requires diagnosing and solving intricate technical issues while acting as a liaison among customers and internal teams such as engineering and architecture. It is a hands-on operational role with responsibilities that significantly influence daily operations. The position also includes supervising technical staff and ensuring the quality of their work efforts.

Key Responsibilities

• Oversee technical administration and troubleshooting activities to guarantee seamless solution performance.
• Validate and analyze incidents, recommending appropriate solutions.
• Support the creation, updating, and upkeep of Standard Operating Procedures and Work Instructions.
• Serve as the escalation point for Level-1 customer service analysts.
• Collaborate with IT teams to address escalations, monitor performance issues, and manage outages effectively.
• Compile and enhance Monthly Executive Summary Reports for clients.
• Propose optimizations concerning systems, processes, procedures, and policy frameworks.
• Manage and regularly review the operations team's procedure inventory, making relevant updates and validations.
• Disseminate weekly and monthly reports detailing customer service operational activities.

Required Qualifications and Experience

• Graduate degree holder with 4 to 7 years of relevant professional experience.

Knowledge and Skills

• In-depth knowledge of solution implementation, installation, integration, and troubleshooting.
• Experience handling platform issues such as data backup, restoration, and retention.
• Up-to-date awareness of emerging technologies within the domain.