Jobs

Interviews
Job Alerts
Tools

Upskill and Grow with AI

Mock Interview Practice interviews in realistic simulations

Coding Practice Improve your coding skills with challenges

Certification Earn certifications to validate your skills

AI Learning Get trained with AI expert sessions

Career Path AI insights for smarter career decisions

AI Job Match Score AI-Powered Job Match Against Your Resume and Optimize Your Resume

Career Tools and Resources

Resume Builder Build Professional Resume with Ease

ATS Friendliness Check Check Resume Friendliness for Applicant Tracking Systems

Auto Apply Apply to hundreds of jobs on any platform effortlessly

Co-Pilot (Chrome Extension) Your AI Assistant for Seamless Browsing Efficiency

Interview Questions Streamline interviews with ready-to-use questions

Salaries Discover market-driven salary insights across skillsets and geographies

Companies Explore leading companies actively hiring talent
For Employers

Home
>
Jobs in mumbai
>
Tata Communications
>
Manager - Cloud & Security Customer Service Operations

Manager - Cloud & Security Customer Service Operations

Tata Communications

9 - 12 years

9 - 13 Lacs

mumbai

Posted:1 day ago| Platform:

Apply

Skills Required

customer service technical support installation troubleshooting customer handling operations management process efficiency customer engagement customer service operations customer communication incident management root cause customer experience

Work Mode

Work from Office

Job Type

Full Time

Job Description

Responsible for driving and monitoring a 24x7 customer facing team providing L1, L2 & L3 technical support in Cloud & security domain with the objective of providing timely resolution to technical issues faced by customer & ensuring a good post-sales support experience to the customer. This is a tactical role which has a significant mid-term impact on business units overall results.

Responsibilities

Monitor and review resolution of customer issues by customer service operations team, analyse productivity and escalation of issues.

Incident management - assign incident manager for critical/escalated faults, manage all customer communication, work with internal stakeholders to ensure timely fault resolution.

Plan support needs for the customer; ensure timely execution of service acceptance function & compliance with turnaround time (SAT)

Engage with customers, understand their expectations, gather transaction feedback, and ensure closures within the fault window.

Monitor spikes in escalation of tickets.

Devise mechanism to track all escalations & identify root cause of the escalations.

Identify improvement areas in terms of process, people, resources to avoid escalating situations & implement solutions.

Review of performance on a periodic basis and minimize recurrence of incidents basis the past trends.

Share timely feedback with engineering team on customer experience and major issues faced by them. Identify key problem segments and plan changes on a pro-active basis.

The role will lead a large team.

Desired Skill sets

Excellent customer handling ability.

Should have dealt with large team sizes.

Experience on building process efficiency

Expertise on implementation, installation, integration troubleshooting and overall functionalities.

More Jobs at Tata Communications

Junior Customer Service Executive-Video Conferencing Specialist

Pune

1 - 2 yrs

INR 1 - 3 Lacs

Sr Manager - Global Travel & Mobility Services

Mumbai, Maharashtra, India

5 - 8 yrs

Salary: Not disclosed

Wireless LAN Controller (WLC) L3 Specialist - Aruba

Pune

8 - 13 yrs

INR 8 - 16 Lacs

Manager Network Security- Cisco FTD & ASA

Pune

7 - 12 yrs

INR 7 - 16 Lacs

Data Science Engineer

Bengaluru

2 - 5 yrs

INR 14 - 19 Lacs

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.

Job Application AI Bot

Apply to 20+ Portals in one click

Download Now

Download the Mobile App

Instantly access job listings, apply easily, and track applications.

Enhance Your Skills

Practice coding challenges to boost your skills

Start Practicing Now

Tata Communications

Telecommunications

Chennai

Login to

Please Verify Your Phone or Email

Confirm Action

Manager - Cloud & Security Customer Service Operations