Assistant Manager

2 days ago


Singapore Tata Communications Full time

Assistant Manager - Global Service Operations
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Assistant Manager - Global Service Operations
role at
Tata Communications
About The Company
About The Company
Tata Communications redefines connectivity with innovation and intelligence, driving 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/security/domains. The role acts as a conduit between customers and other teams such as engineering and architecture for 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.
Incident validation, incident analysis, and solution recommendation.
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 update as appropriate.
Publish weekly and monthly reports on customer service operations activity.
Desired Skill sets
Good knowledge on implementation, installation, integration troubleshooting and overall functionalities.
Experience in troubleshooting platform related issues.
Maintains awareness of latest technologies in the domain.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management and Manufacturing
Industries
Telecommunications
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