Sr Lead - Customer Service Operations

Tata Communications Limited; Mumbai; On-site; INR 3,000,000 - 5,000,000; Full time

Job summary

Tata Communications Limited in Mumbai seeks an experienced professional to manage NLD ISP and OSP Network operations, ensuring SLA/KPI adherence and leading a team of 150+ across cross-functional groups. The role focuses on fault restoration coordination with NOC, Field, Planning, and Projects, plus incident analysis, SOP maintenance, and proactive spare management to sustain network reliability.

This position demands strong leadership, strategic problem solving, and excellent communication to

Qualifications

• Graduate with 10+ years of experience.
• Knowledge of DWDM ISP network service assurance.
• Experience in fiber rollout and O&M.
• Experience in spare management.
• Strong presentation and communication skills.

Responsibilities

• Technical administration in restoring of faults in coordination with NOC, Field, Planning and Project team.
• Incident validation, incident analysis and RCA sharing.
• Act as a point of escalation for Level-2.
• Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions.
• Coordinate with cross functional teams on escalations, tracking, performance issues, and outages.
• Prepare weekly Executive Summary Reports for the client on customer service operations activity.
• Spare Management.
• Handling a team of 150+ and ensure that the required tools and software are in working condition.

Job description

Broad outline of the Role

• Responsible for managing NLD ISP and OSP Network of a Customer. Maintaining the agreed SLA and KPIs. Handling a team size of more than 150.

Minimum Qualifications & Experience

• Graduate with a minimum 10 years of experience

Other Knowledge & Skills

• Good knowledge on service assurance of DWDM ISP Network
• Experience in handling Fiber rollout and O&M
• Experience in handing spare management
• Good presentation and communication skills

Key Responsibilities

1. Technical administration in restoring of faults in coordination with NOC, Field, Planning and Project team
2. Incident Validation, Incident Analysis and RCA sharing
3. Act as a point of escalation for Level-2
4. Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions
5. Coordinate with cross functional teams on escalations, tracking, performance issues, and outages
6. Prepare weekly Executive Summary Reports for the client on customer service operations activity
7. Spare Management
8. Handling a team of 150+ and ensure that the required tools and software are in working condition