Manager - Customer Service Operations

About The Company 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

Job Summary We are seeking an experienced DevOps Engineer with strong expertise in Azure and AWS cloud platforms. The candidate should have hands-on experience in CI/CD, Kubernetes, cloud infrastructure, monitoring, automation, production support, and should work closely with Agile teams while following ITIL best practices for service management. Key Responsibilities

• Design, build, and maintain CI/CD pipelines using Azure DevOps, Jenkins, or Harness
• Provision and manage cloud infrastructure on Azure and AWS
• Deploy and manage containerized applications using Docker and Kubernetes (AKS/EKS)
• Implement Infrastructure as Code using Terraform, ARM templates, or CloudFormation
• Configure monitoring and logging using Azure Monitor, AWS CloudWatch, Grafana, and ELK Stack
• Perform cluster management, scaling, upgrades, and troubleshooting
• Handle P1/P2 production incidents, participate in on-call rotations, and perform RCA
• Follow ITIL processes for Incident, Problem, Change, and Release Management
• Collaborate with Agile teams during sprint planning, daily stand-ups, reviews, and retrospectives
• Ensure security, compliance, Linux OS hardening, and access control policies
• Create and maintain SOPs, runbooks, architecture diagrams, and operational documentation Technical Skills
• CI/CD Tools: Azure DevOps, Jenkins
• Cloud Platforms: Azure (AKS, ACR, Monitor, Key Vault), AWS (EKS, EC2, S3, IAM, CloudWatch)
• Containerization & Orchestration: Docker, Kubernetes
• Infrastructure as Code: Terraform, ARM, CloudFormation
• Monitoring & Logging: Azure Monitor, Grafana, Prometheus, ELK Stack
• Operating Systems: Linux (Ubuntu/RHEL)
• Version Control: Git Process & Methodologies
• Strong working knowledge of ITIL framework (Incident, Problem, Change, Release Management)
• Experience working in Agile/Scrum environments
• Participation in sprint ceremonies and continuous improvement initiatives
• Familiarity with SLA, SLO, and error-budget concepts Good to Have
• CI/CD automation and workspace management
• Helm charts and Kubernetes manifests
• Scripting using Bash or Python Soft Skills Strong analytical and troubleshooting skills, experience supporting production-critical systems, ability to communicate effectively with cross-functional teams, and strong documentation skills.