Assistant Manager - Global Service Operations

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

Job summary

A leading telecommunications firm in Singapore is seeking an experienced Assistant Manager - Global Service Operations to manage customer queries and troubleshoot complex technical issues. The successful candidate will play a vital role in ensuring the smooth operation of services and solutions, coordinating with IT teams, and preparing executive reports. This full-time position offers great opportunities for career growth in a mid-senior level role.

Qualifications

• Good knowledge on implementation, installation, integration troubleshooting.
• Experience in troubleshooting platform-related issues, data backup, restoration, retention.
• Maintains awareness of latest technologies in the domain.

Responsibilities

• Technical administration or troubleshooting.
• Incident validation, analysis, and solution recommendations.
• Assist with development of Standard Operating Procedures.
• Act as a point of escalation for Level-1 analysts.
• Coordinate with IT teams on escalations and performance issues.
• Prepare Monthly Executive Summary Reports.
• Provide recommendations for tuning and optimization.
• Maintain an inventory of procedures.
• Publish weekly and monthly reports.

Skills

Implementation and installation

Troubleshooting platform-related issues

Latest technologies awareness

Tools

SDWAN (Versa/Viptela/Fortinet)

Routing & Switching

VPN Technologies

Security Technologies (Firewall, Proxy)

Job description

Assistant Manager - Global Service Operations

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About The Company

Tata Communications Redefines Connectivity with Innovation and Intelligence Driving 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

Job Description

Responsible for Managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in respective areas of Network/SDWAN/Cloud & security/Unified Collaboration/Mobility & IoT/other domains. The role acts as a conduit between customers and other teams such as engineering, architecture etc. for any issue resolution. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles.

Responsibilities

• Technical administration or troubleshooting to ensure the efficient functionality of the solution.
• Incident Validation, Incident Analysis, Solution recommendation
• Assists with the 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 the procedures used by the operations team and regularly evaluate the procedures and add, remove, and update the procedures as appropriate.
• Publish weekly reports and monthly reports on customer service operations activity.

Desired Skill sets

Good knowledge on implementation, installation, integration troubleshooting and overall functionalities

Experience in troubleshooting platform related issues, data backup, restoration, retention

Maintains awareness of latest technologies in the domain

Technical Skills

• Routing & Switching
• Hands on experience on SDWAN - Versa/ Viptela/ Fortinet
• VPN Technologies : MPLS VPN, IPSEC VPN, DMVPN
• Security Technologies - Firewall, Proxy (Zscaler)

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Management and Manufacturing

Industry

Telecommunications