Sr Manager - Pune, India - Tata Communications

    Tata Communications
    Tata Communications Pune, India

    2 weeks ago

    Tata Communications background
    Description

    Broad outline of the Role

  • Responsible for driving and monitoring a 24x7 customer facing team providing L1, L2 and L3 technical support in Network/SDWAN/Cloud and security/Unified Collaboration/Mobility and IoT/other domains with the objective of providing timely resolution to technical issues faced by customer and 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.

    • Purpose - Broad objective of the role

    Size and Scope of Role - No. of direct reports

    Size and Scope of Role - Total team size

    Minimum qualification & experience

  • Graduate with 7-12 years of experience

    • Other knowledge/skills

  • 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.

    • Key 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 and 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 and identify root cause of the escalations.
  • Identify improvement areas in terms of process, people, resources to avoid escalating situations and 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.

    • Technical Competencies

    Knowledge / Skills

    Communication Skills