Assistant Manager - Global Customer Service Operations

Company Overview

Tata Communications is at the forefront of transforming connectivity through innovation and intelligent solutions. Embracing advancements in Cloud, Mobility, Internet of Things, Collaboration, Security, Media, and Network services, the company is shaping the future of communication globally.

Role Summary

The Global Service Operations team at Tata Communications acts as the primary contact for all service assurance concerns related to managed customers. This team works tirelessly 24/7/365 to identify, monitor, escalate, and resolve customer incidents, changes, and requests, ensuring exceptional customer service.

This position entails managing customers for IZO-related products and providing operational support across diverse environments and multiple vendor technologies, ensuring the seamless operation of the network infrastructure.

Key Responsibilities

• Take ownership of customer escalations related to incidents and lead them through to resolution.
• Facilitate and engage in troubleshooting efforts in collaboration with cross-functional teams, vendors, and customers.
• Promptly acknowledge escalations, isolate faults, and manage incident resolution.
• Escalate issues as necessary to ensure incident resolution within service level agreements (SLAs).
• Serve as Incident Manager during major incidents.
• Conduct root cause analysis post-incident to implement permanent solutions preventing recurrence.
• Oversee incident management activities, including troubleshooting, quality updates, preparation of root cause analyses, participation in customer weekly calls, and driving action closure.
• Participate in customer meetings, document minutes of meetings, and address customer concerns effectively.

Qualifications and Experience

• Graduation degree with 4 to 8 years of relevant experience.
• At least 4 years of experience in networking and customer interaction roles.
• Certified Cisco networking skills (CCNP level or higher) demonstrating strong expertise in routing and switching technologies.
• Thorough understanding of MPLS, Internet routing, and IZO IWAN products.
• Proficient verbal and written communication capabilities.
• Ability to build and maintain effective relationships with customers and interdisciplinary teams.
• Eagerness to learn new technologies, proactive attitude, and initiative capacity.