Assistant Manager - Captive Operations

Tata Communications Limited; Jaipur; Presencial; INR 800 000 - 1 500 000; Tempo integral

Resumo da oferta

Tata Communications Limited is seeking a technical administrator to manage customer queries related to cloud and security services. The role involves diagnosing and resolving complex issues, coordinating with engineering and architecture teams, and ensuring smooth day-to-day operations.

The candidate will handle incident validation, analysis, and solution recommendations, while contributing to SOPs, escalation handling, and weekly/monthly performance reporting.

Qualificações

• Graduate with 4-7 years of experience.
• Strong understanding of Cloud and Security domains.
• Experience in implementation, installation, integration troubleshooting and overall functionalities.

Responsabilidades

• Technical administration or troubleshooting to ensure efficient functionality of the solution.
• Incident validation, incident analysis, solution recommendation.
• Assist with development, revision, and maintenance of SOPs 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 improve content/presentation.
• Provide recommendations in tuning and optimization of systems, processes, procedures and policies.
• Maintain an inventory of procedures used by the operations team and update them as needed.
• Publish weekly and monthly reports on customer service operations activity.

Conhecimentos

Incident management

Troubleshooting

Customer support

Coordination

Documentation

Formação académica

Graduate degree

Descrição da oferta de emprego

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

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

Broad outline of the Role

• Responsible for Managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in Cloud and Security domain. 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.

Minimum Qualifications & Experience

• Graduate with 4-7 years of experience

Other Knowledge & Skills

• 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

Key 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 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.