Assistant Manager - Cloud Operations

Tata Communications; Chennai District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Tata Communications in Chennai is seeking a technically hands-on operations specialist to manage customer inquiries across cloud and security services, diagnose complex issues, and coordinate with engineering and architecture teams for timely resolutions.

You will serve as the escalation point for Level-1 staff, contribute to SOPs, and deliver periodic executive reports while driving improvements in service delivery, security posture, and operational efficiency.

Qualifications

• Graduate with 4-7 years of experience

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.
• Expert skillset in Fortigate firewalls, PaloAlto firewalls, Load Balancers, NSX, Proxy

Skills

Implementation

Installation

Troubleshooting

Data backup

Restoration

Retention

Technology awareness

Incident analysis

SOP development

Tools

Fortigate firewalls

Palo Alto firewalls

Load Balancers

NSX

Proxy

Job description

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.
• Expert skillset in Fortigate firewalls, PaloAlto firewalls, Load Balancers, NSX, Proxy