Assistant Manager – Global Service Operations

  • Full Time
  • Pune
  • Posted 2 weeks ago
  • 198 Views

About the Company

Similar JobsTata Communications Redefines Connectivity with Innovation and IntelligenceDriving 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 Information

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 Cloud Proxy (Zscalar)/Network/SDWAN domains. The role acts as a conduit between customers and other teams such as engineering, architecture etc. for any 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, 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.
�Coordinate with provider and partner 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 add, remove, and update the procedures as appropriate.
�Publish weekly reports 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, data backup, restoration, retention
�Maintains awareness of latest technologies in the domainRequired Skills

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