Assistant Manager - Captive Operations

Tata Communications; Mumbai; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

A leading telecommunications company located in Mumbai is seeking an experienced professional to manage customer queries and resolve complex technical issues related to Cloud and Security. This operational role requires excellent troubleshooting skills and the ability to coordinate with various teams. Responsibilities include preparing executive reports and maintaining operational procedures. Ideal candidates will possess knowledge in implementation and awareness of the latest technologies in this domain. Explore a dynamic workplace with ample growth opportunities.

Qualifications

• Experience in troubleshooting platform related issues.
• Good knowledge on implementation, installation, and integration.
• Maintain awareness of latest technologies in Cloud and Security.

Responsibilities

• Manage customer queries for all services and solutions.
• Troubleshoot technical issues in the Cloud & Security domain.
• Coordinate with IT teams on escalations and performance issues.
• Prepare Monthly Executive Summary Reports for clients.

Skills

Knowledge of Cloud and Security solutions

Troubleshooting expertise

Familiarity with Standard Operating Procedures

Job description

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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 Cloud & 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.

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.

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.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Management and Manufacturing
• Industries: Telecommunications