Req ID: 57461

- Job Function: Business Operations
- Posting Start Date: 15/06/2026
- Posting End Date: 18/06/2026
- Division: UK Business
- Job Location: DLF IT Park 2
- Advertised Salary: competitive

Job Req ID: Posting Date: Function: Location : Salary : About the role :

- Mandatory Team Management experience in Service Operations (Incident Management)
- Mandatory Technical skills around Data Infrastructure - Fair understanding of Network Fundamentals from troubleshooting perspective.
- Own the Incident Management on services sold to CPS customers across data, voice & security solutions
- Accountable for performance on SLAs ensuring service availability and service restoration are at par with targets defined in the applicable product or customer specific SLOs
- Accountable for Quality and Productivity KPIs around Incident handling
- Accountable for Service Journeys (end to end incident journey), Tools Usage & People Performance Management as well as Continual Improvement & Optimisation
- Accountable for AI driven Operational transformation
- Accountable for Shift management catering to volume fluctuations driven by Major Service Outages on a 24*7 basis
- Accountable for Onboarding of new products, services & customers (includes, hiring, up-skilling, AIS activities)
- Accountable for BCP, Office attendance, WFH performance and announcing/managing any other real-time issues impacting service assurance
- Accountable for People Skills & Competence development at par with business requirements
- Accountable for People Career planning & guidance
- Accountable for Coaching & Feedback across teams in the span

What you’ll be doing :

- Manages the implementation of the Service Operations strategy and delivery of customer service contractual requirements.




- Manages the incident management process and ensures service standards and best practices are diligently followed.
- Manages streams involved in continuous improvement projects through change management across the business, supporting the design of support workflows according to strategic goals and aimed at customer excellence and world-class service experience.
- Ensures optimal operations and service processes that meet customer needs in terms of responsiveness, quality and cost.
- Coordinates collaboration with service leaders and key internal stakeholders to establish a transparent view on innovation towards optimising Service Operations.
- Coaches’ talent, and manages team, to develop capabilities and ensure performance at par with SLAs.
- Hire top quality resources with the right skills, competences and experience.
- Implements ways to improve working processes within the area of service operations.
- Drives incident prioritisation, fault diagnosis and troubleshooting related activities and leverages service relationships to assure right first time and prompt restoration.
- Drives a healthy and professional relationship with suppliers and senior internal stakeholders, ensures excellence customers engagement.
- Ensures that services are aligned to the client’s business requirements.
- Ensures adherence to all standards, processes, policies and work instructions as determined across the BT Group.

Essential Skills / Experience :





- Strong experience in driving service quality through audits, governance reviews, root cause analysis, and continuous improvement initiatives to ensure high customer satisfaction and compliance with operational standards.
- Proven capability in managing technical support teams and overseeing day to day IT operations, ensuring stability, resilience, and effective service delivery across platforms and services.
- Extensive experience handling high severity incidents and customer escalations, ensuring timely resolution, effective stakeholder communication, and mínimal service impact.
- Demonstrated strength in diagnosing complex operational issues, coordinating cross functional teams, and driving resolution with a structured and analytical approach.
- Experience supporting technology implementations and managing change activities, ensuring operational readiness, risk mitigation, and smooth transitions with mínimal business disruption.
- Proven ability to build, manage, and sustain robust customer relationships, acting as a trusted operations partner and ensuring customer expectations are met or exceeded.
- Experience monitoring, managing, and improving SLA performance through proactive trend analysis, reporting, and corrective actions.
- Solid grounding in service management principles, including incident, problems, and change processes, with a focus on operational excellence and customer outcomes.
- Balanced decisionmaker with the ability to assess risk, customer impact, and operational priorities under pressure.
- Demonstrated commitment to inclusive leadership, fostering collaboration, engagement, and accountability across diverse teams.
- Proactive in identifying opportunities for process improvement, team develop

📌 Customer Operations Manager (Kolkata)
🏢 BT
📍 Kolkata