Sr Lead - Customer Service Operations

Role overview

Sr Lead - Customer Service Operations at Tata Communications

Broad outline of the Role Responsible for managing NLD ISP and OSP Network of a Customer.

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

Required qualifications

• 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

Employment details

• Location: Mumbai [Maharashtra] [India]

Additional role details

• Maintaining the agreed SLA and KPIs.
• Handling a team size of more than 150.