Lead - Global Service Operations

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 CommunicationsJob Description This role involves handling customer complaints for services on products like ILL, MPLS (L3VPN/L2VPN), SDWAN (Versa/Viptela/FortiGate), WIFI (EnGenius/Meraki/Mist), and MCC. It also requires a strong knowledge of NGFW and UTM security solutions. SME-level expertise is essential to address complex issues related to reachability, application performance, throughput, and degradation. This operational role is focused on delivering outcomes that directly impact day-to-day operations and improve customer satisfaction. Additionally, it requires an in-depth understanding of customer network solutions for the mentioned products to ensure quicker troubleshooting. Responsibilities 1. Provide support for managing incidents and escalations related to customer issues. 2. Manage customer queries, resolve issues, and ensure positive customer experience by offering Single Point of Contact (SPOC) support for critical and high revenue customers. 3. Collaborate with CFT teams to address escalations, monitor performance issues, and manage outages. 4. Preparing Root Cause Analysis (RCA) reports for complex and escalated cases and implementing Preventive Corrective Actions (PCA) to ensure complete resolution and customer satisfaction. 5. Supervise, provide technical trainings, and motivate team members to achieve business goals and provide high-quality customer service. 6. Participate in customer meetings to manage and address customer concerns, ensuring all pain points are tracked and resolved to closure. Desired Skill sets 1. Strong leadership and communication skills. 2. Good knowledge of troubleshooting on products such as ILL, MPLS (L3VPN/L2VPN), SDWAN (Versa/Viptela/FortiGate), WIFI (EnGenius/Meraki/Mist), and MCC. 3. Certifications – CCNP, Cisco Viptela/VERSA-VNX 300/NSE-5&7, Zscaler, EnGenius/Mist/Meraki. 4. Maintains awareness of the latest technologies in the domain.