Lead - Captive Operations @ Tata Communications

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Lead - Captive Operations

Tata Communications
5 - 7 years
Hyderabad
5 months ago
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Job Description

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

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.

Desired Skill sets

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

Job Classification

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

Contact Details:

Company: Tata Communications
Location(s): Hyderabad

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Email (*)

Mobile (*)

Preferred City (* max. 2 w/comma)

Designation / Expected Role

Current / Recent Company (*)

Experience (*)

Expected Salary (*)

Desired Industry (*):

Functional area / Department (*):

Enter Skills (key skills, subjects, technologies & roles to use in search)

Write briefly about yourself, your experience and education (*)

Attach ResumeMax 2.38 MB (RTF, PDF, DOC, DOCX formats only parsed)

Please, check the file size and type.

Add social media [ + ]

Create password

I agree with website service terms and conditions

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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...

Lead - Captive Operations @ Tata Communications

Home > Operations Support