Assistant Manager - Global Service Operations

Tata Communications; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A telecommunications company in Singapore seeks an Assistant Manager - Global Service Operations. The role involves managing customer queries related to services and solutions, diagnosing complex technical issues, and coordinating with internal teams for resolution. The ideal candidate has strong troubleshooting skills and knowledge of latest technologies in the domain. This position offers a full-time contract and is suited for mid-senior level professionals.

Qualifications

• Good knowledge in implementation, installation, integration, troubleshooting, and overall functionalities.
• Experience in troubleshooting platform-related issues.
• Awareness of the latest technologies in the domain.

Responsibilities

• Manage customer queries related to services and solutions.
• Diagnose and resolve complex technical issues.
• Act as a conduit between customers and internal teams.
• Coordinate with IT teams on escalations and performance issues.
• Prepare monthly executive summary reports for managed clients.

Skills

Technical administration

Troubleshooting

Incident analysis

Customer service

Job description

Assistant Manager - Global Service Operations

Position overview and responsibilities are focused on managing customer queries related to services and solutions, diagnosing and resolving complex technical issues in Network/SDWAN/Security/domains. Acts as the conduit between customers and internal teams (engineering, architecture) for issue resolution. This is an operational role with impact on day-to-day operations and may involve guiding professional or technical staff.

Responsibilities

• Technical administration or troubleshooting to ensure the efficient functionality of the solution.
• Incident validation, incident analysis, and solution recommendations.
• Assist with development, revision, and maintenance of Standard Operating Procedures and Working Instructions.
• Act as a point of escalation for Level 1 customer service analysts.
• Coordinate with IT teams on escalations, tracking, performance issues, and outages.
• Prepare Monthly Executive Summary Reports for managed clients and continuously improve their content and presentation.
• Provide recommendations in tuning and optimization of systems, processes, procedures, and policies.
• Maintain an inventory of procedures used by the operations team and regularly evaluate and update them as appropriate.
• Publish weekly reports and monthly reports on customer service operations activity.

Qualifications / Desired Skill Sets

• Good knowledge on implementation, installation, integration, troubleshooting and overall functionalities.
• Experience in troubleshooting platform-related issues.
• Maintains awareness of latest technologies in the domain.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management and Manufacturing

Industries

• Telecommunications