Assistant Manager - Global Customer Service Operations
Tata Communications · Pune · onsite · Posted 1d ago
Undisclosed5–8 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Location: Pune (Work From Office)
Experience: 5-8 Years
Shift: 24x7 Rotational Shifts
Experience: 5-8 Years
Shift: 24x7 Rotational Shifts
Job Summary
We are looking for an experienced Assistant Manager - Service Operations Center (SOC) to manage service assurance, incident resolution, and operational performance for enterprise telecom services. The role requires strong technical expertise, effective stakeholder management, and a customer-centric approach to ensure high service availability and SLA compliance.
Responsibilities
- Manage end-to-end service operations for MPLS, GVPN, Internet, SD-WAN, and managed connectivity services.
- Lead incident and major incident management activities to ensure timely service restoration.
- Perform Layer 1, Layer 2, and Layer 3 troubleshooting.
- Analyze and resolve network issues involving BGP, OSPF, VPN, TCP/IP, DNS, and NAT.
- Coordinate with customers, service providers, field teams, and internal stakeholders during fault resolution.
- Drive SLA compliance, service assurance, and customer communication.
- Prepare incident reports, RCA documents, and service performance reports.
- Lead problem management and continuous service improvement initiatives.
- Mentor junior engineers and act as an escalation point for critical issues.
Skills
- MPLS
- GVPN
- SD-WAN
- WAN
- VPN
- BGP
- OSPF
- TCP/IP
- ServiceNow
Qualifications
- Bachelor's Degree in Engineering, Telecommunications, IT, or related field.
- 4-8 years of experience in Telecom Service Operations, Service Assurance, Managed Services, or Enterprise Network Operations.
- Preferred certifications: CCNA/CCNP, ITIL Foundation, SD-WAN Certifications.
Additional Requirements
- Willingness to work in 24x7 rotational shifts.
- Comfortable working from office.
- Ability to manage high-priority incidents and customer escalations.
Sourced from naukri
Skills
Customer ServiceOSPFDNSProblem managementCCNPIncident Resolutionmajor incident managementChange ManagementCCNARouting And SwitchingLayer 3Layer 2operationsMPLScomplianceService AssuranceNetwork Operations
About Tata Communications
Tata Communications
Telecom
5.9k+
employees
1986
40 years old
Mumbai, Maharashtra
India
About
Tata Communications facilitates digital transformation for enterprises worldwide, enhancing connectivity, cloud solutions, and operational efficiency through advanced services.
Industries
Telecom
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4,031 reviews
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Culture
3.8
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3.0
Work-life
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