Sr Manager - Customer Interaction Suite
Tata Communications · Pune · onsite · Posted 69d ago
Not disclosed12–16 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Broad outline of the Role
- Responsible for driving network operations and maintenance in contact Center , CPaaS & SaaS domain with the objective of minimizing downtime of network infrastructure, providing quality of network, resolving network issues, and cost effectively enhancing customer experience. The role will involve- planning and implementing network improvement projects, managing network operations, network analysis, bringing in process and cost level improvements. This is a tactical role which has a significant mid-term impact on the business units overall results.
- Graduate with 12-16 years of relevant experience
- Extensive experience in operations and project implementation of network technology
- Customer experience management
- Understanding of domain and related technologies
- Lead domain specific operations team to meet the uptime targets.
- Manage network operations and maintenance, this may include marine cables, network equipment's, facility, security operations for all sites and network.
- Ensure timely identification and fixing of network failures, review repeat issues to ensure permanent remedial actions are taken.
- Lead and drive operational review meetings with vendors.
- Develop tactics for improving operation efficiencies while improving service levels, employee retention and operational costs.
- Provide direction and escalation support to 24.7 NOC team.
- Manage difficult customer situations respond promptly to customer needs respond to requests for service and assistance.
- The role will lead a large team.
Sourced from foundit
Skills
Customer Experience ManagementNetwork analysisnetwork technologyNetwork 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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