Assistant Manager - Customer Service Operations (Mobility & IoT Customer Service Operations)

• Responsible for managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in Mobility and IoT 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

• Sound understanding of financial concepts like Capex, Opex, ROI etc. Ability to develop and track budgets and financials.
• Ability to create project documentation like Project charter, Success Criteria, Requirement/Scope documentation, project plan, lessons learned, risk register, change log, communication plan etc.
• Experience with Project Management Tools and Methodologies
• 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

• Responsibility of planning, overseeing and leading projects from ideation through completion.
• Manage projects; Plan, coordinate and ensure completion on schedule & budget.
• Onboarding of Resource Partners for installations and field activities. Coordination of in-house and vendor resources for competent project staffing
• Managing day to day communication across all stakeholders - Client, vendors, solution and engineering teams
• 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.

Tata Communications