Assistant Manager - Global Customer Service Operations
Tata Communications Limited (company site, opens in a new tab)5–8 yrsPuneOn-siteDirect career pageEst. 10–18 LPA
Posted 13h ago
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Job description
Structured overview of role & requirements
About This Role
- Own end-to-end service assurance and operational management for enterprise telecom services including MPLS, GVPN, Internet, SD-WAN, ensuring SLA compliance and high service availability.
- Lead incident and major incident management, including troubleshooting Layer 1-3 network issues and spearheading problem management and continuous service improvement initiatives.
- Manage stakeholder communications, coordinate fault resolution with customers, service providers, and internal teams, and mentor junior engineers as escalation point for critical incidents.
Minimum Requirements
- 4-8 years of experience in Telecom Service Operations, Service Assurance, Managed Services, or Enterprise Network Operations.
- Bachelor's degree in Engineering, Telecommunications, IT, or related field.
- Strong technical expertise in MPLS, GVPN, Internet, SD-WAN, WAN, VPN, routing and switching protocols (BGP, OSPF), and incident/problem/change management processes.
- Willingness to work 24x7 rotational shifts and work from office in Pune location.
Ideal Candidate Profile
- Experienced in managing complex telecom network operations with demonstrated ability in service and incident management under SLA-driven environments.
- Proficient in hands-on Layer 1-3 network troubleshooting and coordinating multi-stakeholder fault resolution.
- Comfortable leading teams, handling customer escalations, and improving service quality in managed enterprise connectivity services.