Assistant Manager - Global Service Operations
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Job Description
About this role:
* Incident manager is a critical role managing both external and internal teams.
* We are looking for highly motivated, process driven, confident team member.
* This role will be primarily responsible for handling all critical/P1 outages of our customer and efficiently drive it till resolution.
What You’ll Do
* Handling customer incidents and escalations.
* Coordinate with customer and internal teams such as access, L2 and SMEs for early resolution.
* Notifying higher management about critical outages.
* Perform basic troubleshooting and coordinating with onsite contact for connectivity checks.
* Preparing RFO, RCA and drive PCA.
* Problem management for repeat issues.
What You’ll Need
* Degree / Diploma preferably BTECH. Technical certifications will be an advantage.
* Excellent communication - spoken as well as written to interact with customer and internal teams.
* Experience of service desk, Incident management process and good at documentation.
* Understanding of customer issue thus basic technology awareness/ hands-on is needed.
* Strong problem solving, analytical and time management skills.
* Strong interpersonal skills, collaborative and a team player.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Management and Manufacturing
* Industries: Telecommunications
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