Assistant manager - Customer service operations
Tata Communications
- Pune, Maharashtra
- Permanent
- Full-time
- Responsible for Managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in Cloud and Security domain. The role acts as a conduit between customers and other teams such as engineering, architecture etc. for any issue resolution. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles.
- Graduate with 4-7 years of experience
- Good knowledge on implementation, installation, integration troubleshooting and overall functionalities
- Experience in troubleshooting platform related issues, data backup, restoration, retention
- Maintains awareness of latest technologies in the domain
- Technical administration or troubleshooting to ensure the efficient functionality of the solution.
- Incident Validation, Incident Analysis, Solution recommendation
- Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions
- Act as a point of escalation 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 and continuously improve their content and presentation.
- Provide recommendations in tuning and optimization of systems, processes, procedures, and policies.
- Maintain an inventory of the procedures used by the operations team and regularly evaluate the procedures and add, remove, and update the procedures as appropriate.
- Publish weekly reports and monthly reports on customer service operations activity.