Assistant Manager

6 days ago


Singapore Tata Communications Full time

Description Assistant Manager - Global Service Operations Position overview and responsibilities are focused on managing customer queries related to services and solutions, diagnosing and resolving complex technical issues in Network/SDWAN/Security/domains. Acts as the conduit between customers and internal teams (engineering, architecture) for issue resolution. This is an operational role with impact on day-to-day operations and may involve guiding professional or technical staff. Responsibilities Technical administration or troubleshooting to ensure the efficient functionality of the solution. Incident validation, incident analysis, and solution recommendations. Assist with 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 procedures used by the operations team and regularly evaluate and update them as appropriate. Publish weekly reports and monthly reports on customer service operations activity. Qualifications / 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 #J-18808-Ljbffr Industry Other Category Management & Operations Sub Category Operations & Business Administration


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