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Asst. Manager - Customer Service Operations
Tata Communications
Gurugram, IND
Full-time
Entry
Onsite
Discovered Today
Customer service operationsNetwork troubleshootingSD-WANCloud and security servicesUnified collaborationMobility and IoT
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Customer service operationsNetwork troubleshootingSD-WAN
Role Overview
This operational role manages customer queries and complex technical issues across delivered services and solutions.
The role connects customers with engineering, architecture, and other teams for issue resolution.
The position delivers results affecting day-to-day operations and can instruct technical staff and review their work.
Key Skills for This Role
Customer service operationsNetwork troubleshootingSD-WANCloud and security servicesUnified collaborationMobility and IoT
Full Job Posting
About the company
The company provides connectivity, cloud, mobility, Internet of Things, collaboration, security, media, and network services.
Job description
This operational role manages customer queries and complex technical issues across delivered services and solutions.
The role connects customers with engineering, architecture, and other teams for issue resolution.
The position delivers results affecting day-to-day operations and can instruct technical staff and review their work.
Responsibilities
- Manage customer queries for network, SD-WAN, cloud, security, unified collaboration, mobility, IoT, and related services.
- Diagnose and resolve complex technical issues in the applicable service domains.
- Perform technical administration and troubleshooting to maintain solution functionality.
- Validate and analyze incidents and recommend solutions.
- Develop, revise, and maintain standard operating procedures and working instructions.
- Act as an escalation point 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.
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