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 (India)
🏢 Tata Communications
📍 India