Sr. Analyst - Sales Support

Tata Communications Limited; Pune District; On-site; INR 1,000,000 - 1,400,000; Full time

Job summary

Tata Communications Limited is seeking a Sales Support Operations Specialist in Pune to drive order governance and cross-functional coordination for Europe-region sales teams. You will handle order bookings, COFs, and contract-related tasks, while ensuring SLA-driven delivery and efficient collaboration across functions.

Ideal candidates have telecom services knowledge (SD-WAN/IWAN/GVPN), strong communication skills, and a focus on operational discipline to meet 48-hour SLA targets.

Qualifications

• Graduate in management or engineering is required.
• 4-6 years of relevant experience in telecom sales support or related roles.
• Experience with order management processes and telecom services preferred.

Responsibilities

• Provide operational support for order booking and reserve orders for Account Managers.
• Ensure package validation approvals are completed within 48 hours of entry.
• Track order progress and resolve operational issues.
• Generate COFs and provide L2Q and Q2O support.
• Support proposal and commercial documentation activities.
• Track Contract Notification Tab and process name change requests in TCX and SFDC.
• Manage requests from Europe-region CSMs/AMs and coordinate across sales, operations, commercial and delivery teams.

Skills

Order management

Stakeholder management

Communication skills

Cross-functional coordination

Europe-region support

Telecom services knowledge

Education

Graduate in Management

Graduate in Engineering

Tools

TCX

SFDC

Optimus

L2O tooling

Q2O tooling

SD-WAN

IWAN

GVPN

MCC

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

Sales Support Operations Specialist

Role Overview

Required Qualifications

• Graduate in Management or Engineering
• 4-6 years of relevant experience

Key Knowledge & Skills

Process & Systems

• Optimus / TCX knowledge
• L2O (Lead-to-Order) process understanding
• Q2O (Quote-to-Order) process understanding
• Telecom order management processes

Telecom Services Knowledge

Good Understanding Of

• SD-WAN
• IWAN
• GVPN
• MCC
• Other telecom/networking services

Commercial & Communication Skills

• Basic techno-commercial proposal understanding
• Strong stakeholder management skills
• Effective communication skills to support Europe-based teams
• Ability to coordinate across multiple functions and meet operational SLAs

Key Responsibilities

Order Management

• Provide operational support for order booking
• Reserve all orders for assigned Account Managers
• Ensure package validation approvals are completed within 48 hours of order entry
• Track order progress and resolve operational issues

COF & Proposal Support

• Generate COFs (Customer Order Forms)
• Provide L2Q and Q2O support
• Support proposal and commercial documentation activities

Contract & Data Management

• Track Contract Notification Tab
• Process all Name Change Requests in:
  • TCX
  • SFDC (Salesforce)

Stakeholder Support

• Manage requests from Europe-region CSMs and AMs
• Coordinate between sales, operations, commercial, and delivery teams
• Ensure timely resolution of order and contract-related queries

Key Performance Indicators (KPIs)

• Order approval within SLA (48 hours)
• COF accuracy and turnaround time
• Timely completion of name change requests
• Contract notification tracking compliance
• Order booking accuracy
• Stakeholder satisfaction (Europe AMs/CSMs)
• Adherence to L2O/Q2O process standards

Suitable Candidate Profile

A candidate with telecom sales support experience, strong operational discipline, working knowledge of TCX/SFDC, and exposure to SD-WAN/IWAN/GVPN services who can effectively support Europe-region sales teams while ensuring SLA compliance and order governance.