Sr Lead - Customer Service Operations

Tata Communications · Mumbai

Source and collection record

Last observed by our collector: 9 October 2026 at 12:24 am IST. This is not a manual review or a confirmation from the employer.

Employer requisition: r_95c9fb3f114030aaa924f53854b68f8c

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Collected role description

Broad outline of the Role Responsible for managing NLD ISP and OSP Network of a Customer. Maintaining the agreed SLA and KPIs. Handling a team size of more than 150. Minimum Qualifications & Experience Graduate with a minimum 10 years of experience Other Knowledge & Skills Good knowledge on service assurance of DWDM ISP Network Experience in handling Fiber rollout and O&M Experience in handing spare management Good presentation and communication skills Key Responsibilities Technical administration in restoring of faults in coordination with NOC, Field, Planning and Project team Incident Validation, Incident Analysis and RCA sharing Act as a point of escalation for Level-2 Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions Coordinate with cross functional teams on escalations, tracking, performance issues, and outages Prepare weekly Executive Summary Reports for the client on customer service operations activity Spare Management Handling a team of 150+ and ensure that the required tools and software are in working condition 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

Collected experience requirement

10-20 years