Your browser does not support javascript! Please enable it, otherwise web will not work for you.

Sr. Manager - Captive Operations @ Tata Communications

Home > Operations

 Sr. Manager - Captive Operations

Job Description

  • Responsible for driving and monitoring a 24x7 customer facing team providing L1, L2 & L3 technical support in Cloud & security domain with the objective of providing timely resolution to technical issues faced by customer & ensuring a good post-sales support experience to the customer. This is a tactical role which has a significant mid-term impact on business units overall results. Responsibilities
  • Monitor and review resolution of customer issues by customer service operations team, analyse productivity and escalation of issues.
  • Incident management - assign incident manager for critical/escalated faults, manage all customer communication, work with internal stakeholders to ensure timely fault resolution.
  • Plan support needs for the customer; ensure timely execution of service acceptance function & compliance with turnaround time (SAT)
  • Engage with customers, understand their expectations, gather transaction feedback, and ensure closures within the fault window.
  • Monitor spikes in escalation of tickets.
  • Devise mechanism to track all escalations & identify root cause of the escalations.
  • Identify improvement areas in terms of process, people, resources to avoid escalating situations & implement solutions.
  • Review of performance on a periodic basis and minimize recurrence of incidents basis the past trends.
  • Share timely feedback with engineering team on customer experience and major issues faced by them. Identify key problem segments and plan changes on a pro-active basis.
  • The role will lead a large team.Desired Skill sets
  • Excellent customer handling ability.
  • Should have dealt with large team sizes.
  • Experience on building process efficiency
  • Expertise on implementation, installation, integration troubleshooting and overall functionalities.

    • Job Classification

    Industry: Telecom / ISP
    Functional Area / Department: Customer Success, Service & Operations
    Role Category: Operations
    Role: Operations Manager
    Employement Type: Full time

    Contact Details:

    Company: Tata Communications
    Location(s): Hyderabad

    + View Contact

    Keyskills:   operations management installation troubleshooting customer handling customer experience project management team management process efficiency customer engagement customer service operations business development sales incident management shutdown

     Job seems aged, it may have been expired!
     Fraud Alert to job seekers!

    ₹ Not Disclosed

    Similar positions

    UKG-Consultant/ Manager

    • Capgemini
    • 4 - 9 years
    • Bengaluru
    • 4 days ago
    ₹ Not Disclosed

    Gn - Sc&o - Bpm Pm - Manager

    • Accenture
    • 5 - 8 years
    • Mumbai
    • 11 days ago
    ₹ Not Disclosed

    Cluster Manager- Amazon NOW Operations, Amazon Now

    • Amazon
    • 15 - 17 years
    • Hyderabad
    • 11 days ago
    ₹ Not Disclosed

    Sr. Cluster Manager- Amazon Now Operations, Amazon Now

    • Amazon
    • 15 - 17 years
    • Hyderabad
    • 11 days ago
    ₹ Not Disclosed

    Tata Communications

    Who are weAmdocs helps those who build the future to make it amazing. With our market-leading portfolio of software products and services, we unlock our customers innovative potential, empowering them to provide next-generation communication and media experiences for both individual end users and en...

    IndigoJobs.in © 2026

    For enquiries: contact(at)indigojobs.in

    We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in