Job Summary:

Leads end-to-end reliability, operations, and customer experience across CPaaS platforms (Agentic AI, Voice AI, Chat AI, Voice, SMS, WhatsApp and RCS). Owns AI-driven operations, incident strategy, and service improvement while mentoring CRE teams. Acts as escalation authority for critical incidents and drives resilience, automation, and customer satisfaction. Act as a point of contact to voice regulatory tasks and promptly handle the TRAI related queries on messaging and voice business. Manage the change management governance process with cross functional teams.

Key Responsibilities:
- AI Operations Leadership
- Define, govern, and optimize AI-assisted workflows for incident detection, resolution, and RCA
- Drive AIOps adoption, automation improvements, and close gaps with engineering teams
- Customer Incident Strategy Escalation Ownership
- Act as escalation point for high-severity (P0/P1) customer incidents.
- Own incident lifecycle strategy, SLAs, and communication standards
- Act as escalation lead for P0/P1 incidents, driving bridge calls and executive communication




- Establish playbooks, frameworks, and ensure transparent business-impact communication
- Technical Oversight Architecture-Level Troubleshooting
- Guide complex troubleshooting across APIs, messaging, voice, and cloud layers
- Validate RCAs and enforce best practices in integrations, telecom flows, and architectures
- Service Reliability Continuous Improvement
- Define SLIs/SLOs/SLAs and drive adherence
- Lead root cause elimination, system resilience improvements, and automation/self-healing
- Establish monitoring, alerting, and observability strategies
- Team Leadership Mentorship
- Lead and mentor CRE engineers, ensuring skill development and performance growth.
- Conduct training on incident management, communication, and technical troubleshooting.
- Define team processes, workflows, and quality standards.
- Drive a culture of ownership, accountability, and continuous learning.
- Coord

📌 Manager - Customer Interaction Suite (Bengaluru)
🏢 Tata Communications
📍 Bengaluru