MUMBAI · FULLTIME
Sr Lead - Customer Service Operations
Tata Communications
Mumbai · onsite · Posted 12d ago
Sourced from
Undisclosed10–15 yrsfulltimeMumbai
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Section · 01
About this role
Broad outline of the Role
Minimum Qualifications & Experience
Other Knowledge & Skills
Key Responsibilities
- Responsible for managing NLD ISP and OSP Network of a Customer. Maintaining the agreed SLA and KPIs. Handling a team size of more than 150.
Minimum Qualifications & Experience
- Graduate with a minimum 10 years of experience
Other Knowledge & Skills
- Good knowledge on service assurance of DWDM ISP Network
- Experience in handling Fiber rollout and O&M
- Experience in handing spare management
- Good presentation and communication skills
Key Responsibilities
- Technical administration in restoring of faults in coordination with NOC, Field, Planning and Project team
- Incident Validation, Incident Analysis and RCA sharing
- Act as a point of escalation for Level-2
- Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions
- Coordinate with cross functional teams on escalations, tracking, performance issues, and outages
- Prepare weekly Executive Summary Reports for the client on customer service operations activity
- Spare Management
- Handling a team of 150+ and ensure that the required tools and software are in working condition
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Section · 02
Skills
Customer ServiceFiberproject teamNOCdwdmIncident AnalysisSLACommunication SkillsoperationsmaintenanceAdministrationService Assurance
Section · Company
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
Employee ratings
4,031 reviews
3.9/ 5
Culture
3.8
Career growth
3.0
Work-life
3.9
Employees rate it well for
Work Life Balance431Salary381Work Culture381Job Security327Work Environment284
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