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 New World of Communications

Broad Outline of the Role Responsible for managing carrier and partner operations within the Messaging domain, with the objective of ensuring high service availability, optimal message delivery performance, regulatory compliance, cost efficiency, and an enhanced customer experience. The role involves managing relationships with telecom carriers, messaging aggregators, and strategic partners; driving operational excellence; monitoring service quality; leading network and routing optimization initiatives; negotiating commercial agreements; and implementing improvements to support business growth. This is a tactical and operational leadership role with significant impact on messaging performance, partner relationships, revenue protection, and customer satisfaction.

Minimum Qualifications & Experience Graduate in Engineering, Telecommunications, Information Technology, or related discipline. 12-15 years of experience in messaging operations, telecom carrier management, network operations, vendor management, or communications platforms. Experience working with mobile operators, SMS aggregators, CPaaS providers, or enterprise messaging solutions.

Other Knowledge &

Skills Strong understanding of SMS, OTP, A2P Messaging, RCS, WhatsApp Business, and related messaging technologies.

Experience in carrier and partner relationship management. Knowledge of routing, delivery optimization, and messaging quality management. Commercial acumen including pricing, contracts, and SLA management. Customer experience and service management. Solid analytical and problem-solving skills.



Understanding of telecom regulations, anti-spam requirements, and messaging compliance.

Experience in driving operational improvements and automation initiatives.

Key Responsibilities

Lead messaging carrier and partner operations to achieve service availability, delivery success rate, and customer experience targets.

Manage relationships with telecom operators, messaging aggregators, CPaaS providers, and strategic partners to ensure service quality and business objectives are met.

Monitor messaging delivery performance, route health, latency, throughput, and failure trends, ensuring timely resolution of issues.

Drive periodic operational reviews and governance meetings with carriers and partners, ensuring adherence to SLAs and contractual commitments.

Identify and implement routing, capacity, and quality improvements to optimize message delivery and operational efficiency.

Lead escalation management for critical messaging incidents, providing direction and support to operational teams and external partners.

Ensure compliance with regulatory, telecom, and security requirements across all messaging services and partner integrations.

Analyze partner performance, traffic trends, delivery metrics, and cost drivers to support strategic decision-making and business growth.

Collaborate with product, engineering, operations, security, and commercial teams to introduce new messaging capabilities and enhance customer engagement.

Manage customer-impacting incidents and partner escalations, ensuring timely communication and resolution.

Build and lead a high-performing carrier and partner management team while driving continuous improvement initiatives across operations, service quality, and cost management.

Key KPIs

Message Delivery Success Rate (DSR)

OTP Success Rate

Carrier SLA Compliance

Mean Time to Resolution (MTTR)

Partner Performance Scorecards

Network Availability/Uptime

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