Assistant Manager - Global Service Operations

Tata Communications; Pune District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Tata Communications in Pune, India, is seeking an Incident Manager to own the complete lifecycle of major incidents, coordinating technical teams, stakeholders, and customers to restore services rapidly.

The role emphasizes ITIL-aligned processes, real-time updates, and Post-Incident Reviews to identify root causes and prevent recurrence. Strong communication and leadership during high-severity events are essential.

Responsibilities

• Monitor queue for P1 and escalated cases.
• Ensures the incident is managed according to defined major incident procedures.
• Maintains control over priorities, scope, and actions during the incident lifecycle adhering to SOP & ITIL guidelines.
• Impact analysis to declare Major event/P1.
• Immediate trigger/escalation to responsible support teams.
• Join customer bridge or open Bridge for P1 events. Responsible for driving the call.
• Communications & notifications
• Acts as the single point of coordination
• Maintain TAT of initial & subsequent updates along with available ETR.
• Notify outage updates to Senior mgmt/Leadership & customer.
• Ensure clear, accurate & consistent update.
• During P1, bring together cross functional support teams.
• Facilitate collaboration between responsible teams, arrange bridge.
• Ensure teams are in line to priority resolution of the incident/services.
• Appropriate use to escalation channels to priotize restoration.
• Record impact analysis in ticket.
• Maintain real time incident logs & key events.
• Define/ identify action owner and capture details.
• SLA based notifications to Customer as well as internal teams about progress.
• Leads or supports Post-Incident Reviews (PIR) / Root Cause Analysis (RCA)
• Root causes are identified
• Corrective and preventive actions are defined
• Tracks follow-up actions until closure
• Trigger problem management task as applicable

Job description

Position Summary: This role is responsible for managing the complete lifecycle of critical incidents to ensure rapid recovery from high-impact IT or business service disruptions. Role includes coordination between technical teams, communication with internal stakeholders and customers, and continuous improvement of incident handling.

Functions: Incident Identification & Assessment

• Monitor queue for P1 and escalated cases.
• Ensures the incident is managed according to defined major incident procedures
• Maintains control over priorities, scope, and actions during the incident lifecycle adhering to SOP & ITIL guidelines.
• Impact analysis to declare Major event/P1. (accesses Business impact, Number of users/sites affected, criticality of impacted services.)
• Immediate trigger/escalation to responsible support teams.
• Join customer bridge or open Bridge for P1 events. Responsible for driving the call.
• Communications & notifications
• Acts as the single point of coordination
• Maintain TAT of initial & subsequent updates along with available ETR.
• Resonsiple to notify outage updates to Senior mgmt/Leadership & customer.
• Ensure clear, accurate & consistent update.
• Collaboration
• During P1, bring together cross functional support teams.
• Faciliate collaboration between responsible teams, arrange bridge.
• Ensure teams are in line to priority resolution of the incident/services.
• Appropriate use to escalation channels to priotize restoration.
• Documentation
• Record impact analysis in ticket.
• Maintain real time incident logs & key events.
• Define/ identify action owner and capture details.
• SLA based notifications to Customer as well as internal teams about progress.
• Post Incident Review
• Leads or supports Post-Incident Reviews (PIR) / Root Cause Analysis (RCA)
• Root causes are identified
• Corrective and preventive actions are defined
• Tracks follow-up actions until closure
• Trigger problem management task as applicable