Assistant Manager – Customer Service Operations At Tata Communications Ltd

JOB DESCRIPTION

Assistant Manager – Customer Service Operations

Date: 25 Oct 2023

Location: Navi Mumbai, India

Company: Tata Communications

Broad outline of the Role

Responsible for Managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in Cloud and Security domain. 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.

Purpose – Broad objective of the role

Size and Scope of Role – No. of direct reports

Size and Scope of Role – Total team size

Minimum qualification & experience

Graduate with 4-7 years of experience

Other knowledge/skills

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

Key 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.

Technical Competencies

Knowledge / Skills

Communication Skills

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