Sr Manager - Cloud & Security Customer Service Operations

Tata Communications; Pune District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Tata Communications Limited is seeking a senior delivery/operations leader to drive a 24x7 customer-facing team providing L1–L3 support in cloud and security domains. The role emphasizes timely fault resolution, process efficiency, and strong post-sales experience.

The successful candidate will manage a large team, coordinate with engineering and other stakeholders, and ensure adherence to SAT and service levels while improving customer experience and incident handling processes.

Qualifications

• Graduate with 7-12 years of experience.
• Experience in cloud and security domains.
• Proven ability to lead and drive 24x7 customer-facing support operations.

Responsibilities

• Monitor and review resolution of customer issues by the operations team, analyze productivity and escalation of issues.

Skills

Check Point

Palo Alto

Fortigate

Cisco ISE/ICE

Zscaler

F5

OCI

SD-WAN

Leadership/People mgmt

Incident management

Education

Graduate degree

Tools

Check Point

Palo Alto

FortiGate

Cisco ISE

Zscaler

F5

OCI

SD-WAN

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 driving and monitoring a 24x7 customer facing team providing L1, L2 and L3 technical support in Cloud and security domain with the objective of providing timely resolution to technical issues faced by customer and ensuring a good post-sales support experience to the customer. This is a tactical role which has a significant mid-term impact on business units overall results.

Minimum Qualifications & Experience

• Graduate with 7-12 years of experience

Other Knowledge & Skills

• Check point
• Paloalto . Fortigate , Cisco ICE , Zscaler , F5 , OCI , SDWAN
• Excellent customer handling ability.
• Should have dealt with large team sizes.
• Experience on building process efficiency
• Expertise on implementation, installation, integration troubleshooting and overall functionalities.

Key Responsibilities

• Monitor and review resolution of customer issues by customer service operations team, analyse productivity and escalation of issues.
• Incident management
• assign incident manager for critical or escalated faults, manage all customer communication, work with internal stakeholders to ensure timely fault resolution.
• Plan support needs for the customer; ensure timely execution of service acceptance function and compliance with turnaround time (SAT)
• Engage with customers, understand their expectations, gather transaction feedback, and ensure closures within the fault window.
• Monitor spikes in escalation of tickets.
• Devise mechanism to track all escalations and identify root cause of the escalations.
• Identify improvement areas in terms of process, people, resources to avoid escalating situations and implement solutions.
• Review of performance on a periodic basis and minimize recurrence of incidents basis the past trends.
• Share timely feedback with engineering team on customer experience and major issues faced by them. Identify key problem segments and plan changes on a pro-active basis.
• The role will lead a large team.