About The Company

Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a Current World of Communications

Broad outline of the Role
Responsible for managing NLD ISP and OSP Network of a Customer. Maintaining the agreed SLA and KPIs. Handling a team size of more than 150.

Minimum Qualifications & Experience
Graduate with a minimum 10 years of experience

Other Knowledge & Skills
Valuable knowledge on service assurance of DWDM ISP Network
Experience in handling Fiber rollout and O&M;
Experience in handing spare management
Valuable presentation and communication skills

Key Responsibilities




Technical administration in restoring of faults in coordination with NOC, Field, Planning and Project team
Incident Validation, Incident Analysis and RCA sharing
Act as a point of escalation for Level-2
Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions
Coordinate with cross functional teams on escalations, tracking, performance issues, and outages
Prepare weekly Executive Summary Reports for the client on customer service operations activity
Spare Management
Handling a team of 150+ and ensure that the required tools and software are in working condition

📌 Sr Lead Customer Service Operations Mumbai
🏢 Tata Communications
📍 Mumbai