Manager – Customer Service Operations At Tata Communications Ltd

JOB DESCRIPTION

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

Qualifications:

Science Graduate (IT / Computer) is preferred with 4-7 years of experience
Bachelor of Engineering (BE), Bachelor of Technology (B.Tech), or Master of Computer Applications (MCA) is required.
A minimum of 7 years of relevant experience and a total of 10 years of experience in the field of IT Security and the implementation/support of in-scope solutions. Strong understanding of DDoS, WAF, Encrypted Traffic Management, and NBAD.

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

Job Title: Perimeter Security Team Lead

We are seeking an experienced and dynamic Network Security Team Lead to oversee our cybersecurity team. This role is responsible for leading and guiding a team of specialists in DDoS protection, WAF, Encrypted Traffic Management, and NBAD to ensure the customer organization’s network security is robust and resilient.

Network Security Specializations:

DDoS Protection: Collaborate with the DDoS Protection Specialist to implement and manage strategies for mitigating DDoS attacks.
WAF (Web Application Firewall): Work with the WAF Specialist to secure web applications and develop security rules.
Encrypted Traffic Management: Coordinate with the Encrypted Traffic Management Specialist to ensure encrypted traffic is inspected and managed effectively.
NBAD (Network-Based Anomaly Detection): Oversee the NBAD Specialist in monitoring network traffic for anomalies and incidents.

Certification in at least 2 of the following: CCNA, RHCE, CompTIA, CISA, CISM, or PMP.
OEM Product Certification in at least 2 technologies should be mandatory

Work Hours :

Flexible to work in shifts and on demand on weekends for P1 incidents, patch upgrades, updates, DC DR drills etc..

Knowledge / Skills

Communication Skills

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