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Assistant Manager - Captive Operations @ Tata Communications

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 Assistant Manager - Captive Operations

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
    Role: Operations Manager
    Employement Type: Full time

    Contact Details:

    Company: Tata Communications
    Location(s): Hyderabad

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    Keyskills:   standard operating procedures operations management customer service operations monthly reports troubleshooting employee relations team management presentation skills training employee engagement recruitment performance management retention

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    Tata Communications

    IT Services company based in Ahmedabad

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