Manager - Global Customer Service Operations

Tata Communications Limited; Maharashtra; On-site; INR 1,400,000 - 2,100,000; Full time

Job summary

Tata Communications Limited is seeking an experienced Lead for Enterprise Voice and Unified Communications (UCC) Operations in India. You will own the end-to-end management of voice services, ensure SLA adherence, and drive continual service improvement across supplier governance.

You'll lead incident response during major outages, coordinate with partners, and present performance metrics to senior leadership, ensuring reliability of voice platforms and seamless collaboration services.

Qualifications

• Graduation with 4-8 years of relevant experience.
• Experience with enterprise voice and UCC technologies.
• Strong stakeholder management and communication skills.
• Ability to operate in high-pressure service restoration scenarios.

Responsibilities

• Lead operational management of enterprise voice and UCC services.
• Ensure service availability and SLA compliance.
• Manage supplier performance and governance.
• Drive service restoration during major incidents and outages.
• Maintain operational excellence across managed voice platforms.

Skills

Stakeholder management

Communication

Analytical skills

Problem solving

Leadership under pressure

Presentation to leadership

Tools

Ribbon SBC

AudioCodes SBC

Oracle SBC

Microsoft Teams Direct Routing

Operator Connect

Cisco Webex Calling

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

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

Lead the operational management of enterprise voice and UCC services, ensuring service availability, customer SLA compliance, supplier governance, incident management, and continual service improvement. The role is responsible for overseeing voice service operations, managing supplier performance, driving service restoration during major incidents, and maintaining operational excellence across managed voice platforms.

Minimum Qualifications & Experience

• Graduation with 4-8 years of relevant experience

Technical Expertise

Strong Understanding Of Enterprise Voice And UCC Technologies

• SIP Trunking
• Session Border Controllers (Ribbon, AudioCodes, Oracle, etc.)
• Microsoft Teams Direct Routing / Operator Connect
• Cisco Webex Calling
• PSTN and carrier interconnects
• Voice network troubleshooting and call flow analysis

Leadership & Soft Skills

• Excellent stakeholder management and communication skills.
• Strong analytical and problem-solving abilities.
• Ability to operate effectively in high-pressure service restoration scenarios.
• Experience presenting operational performance to senior leadership and customers.