Manager - Customer Service Operations

Tata Communications


Date: 3 weeks ago
City: Pune, Maharashtra
Contract type: Full time
About The Company

Tata 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 Description

  • 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 Cisco FMC / FTD/ Firepower/VAPT/ISE/ NAC and other Network Security 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-2 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 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 domain

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Director, Project Management

Western Union, Pune, Maharashtra
1 day ago
JR0127666Director, Project Management– Pune, India Are you ready to lead transformative Digital initiatives at a global scale? How about offering up your skills in a global business that is committed to moving money for better? Western Union is seeking a Director, Digital Project Management with deep expertise in Digital technology, particularly in funds-in operations.Western Union powers your pursuit.As a leader...

Senior Cloud Cost Optimization Engineer

Arkose Labs, Pune, Maharashtra
2 days ago
The mission of Arkose Labs is to create an online environment where all consumers are protected from online spam and abuse. Recognized by G2 as the 2025 Leader in Bot Detection and Mitigation, with the highest score in customer satisfaction and largest market presence four quarters running, Arkose Labs offers the world's first $1M warranties for credential stuffing and SMS...

Application Engineering

Aptiv, Pune, Maharashtra
2 days ago
Major Accountabilities:Conduct value analysis and value engineering activities to optimize product design, improve functionality, and reduce costs.Lead and contribute to the design and development of wiring harness systems for automotive applications.Utilize CAD tools such as CATIA, AutoCAD, and SolidWorks to create detailed wiring harness designs.Manage design changes throughout the product development lifecycle, ensuring adherence to change control processes and procedures.Generate...