Manager - Global Customer Service Operations

Tata Communications

Matawan, USA

Full-time

Mid-Senior

Onsite

$87,273-$109,964,

Discovered 1 weeks ago

IP networkingSD-WANIP MPLSEnterprise data networksRouting and switchingOSPF

Free

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Key skills for this role

IP networkingSD-WANIP MPLS

Tata Communications provides connectivity, cloud, mobility, Internet of Things, collaboration, security, media, and network services.

The Service Operations Centre is the single point of contact for customers of the International SOC division.

The role supports network and solution services across networking, SD-WAN, cloud, security, and unified collaboration areas.

The position is an operational role focused on delivering results that directly affect Day 2 services.

Provide third-line resolution for escalated or complex service, design, and network issues.
Create and administer low-level designs and complex network changes.
Work directly with customers on technical designs, service issues, reviews, and service-quality improvements.
Create and validate root-cause and post-closure analyses after high-severity outages.
Support service improvement plans, network migrations, and changes with cross-functional teams.
Maintain operating procedures, knowledge bases, troubleshooting guidelines, and work instructions.
Train and upskill service desk personnel through sessions and on-the-job guidance.

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