Jobs
>
Pune

    Sr Manager - Pune, India - timesjobs

    timesjobs
    timesjobs Pune, India

    3 weeks ago

    Default job background
    Full time
    Description
    :
    Sr Manager - Customer Service Operations (Customer Service Operations) - B4101_1


    Date:
    23 Aug 2023


    Location:
    Pune, India


    Company:
    Tata Communications

    Job Family Descriptor
    Manage customer queries related to all services and solutions delivered includes complex customer issues diagnosing and thereby resolving and fixing Act as a conduit between customer and other teams such as engineering architecture etc for any issue resolution Provide L2L3 support to resolve hardwaresoftware issues by applying tehnical expertise
    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

    Operating Network - Key External
    Operating Network - Key Internal
    Size and Scope of Role - Financial
    Size and Scope of Role - No. of direct reports
    Size and Scope of Role - Total team size
    Size and Scope of Role - Other size parameters

    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

    Job Segment:
    Operations Manager, Service Manager, Engineer, Operations, Customer Service, Engineering
  • RS Consultants

    IT Manager-skill0075

    2 weeks ago

    RS Consultants Pune, India

    Location · - Pune, India · - Experience · - 6-9 · - Job Type · - Full Time · Job DescriptionJob description · Job location: Pune · Experience: 6+ years · **Responsibilities**: · - Be the point of escalation, L3-4 support for the existing IT team as well as internal professional s ...

  • Actualise Business solutions

    Project Managment

    1 week ago

    Actualise Business solutions Pune, India

    Should have experience of planning & implementation of greenfield project. · - Should have experience & knowledge of MEP, Civil, Project management at site, Installation & commissioning of machines. · - Should able to calculate to plumbing flowrate & LPM · - Should have experienc ...

  • 99 Pancakes

    Store Manager@

    3 weeks ago

    99 Pancakes Pune, India

    **1. Store Manager & Team Member** · Job Summary · Job Summary New food concept: Selling of a European delicacy called Pancakes. It is made with a special dough that is hand rolled and baked fresh to order. · Responsibilities and Duties Job responsibilities: · - Take orders from ...

  • UpMan Placements

    Manage Finance

    2 weeks ago

    UpMan Placements Pune, India

    Job Location · - pune · - Experience (in Years) · - Job Type · - Full Time ...

  • Procroot Technology and Innovation Pvt Ltd

    Managment Trainee

    2 weeks ago

    Procroot Technology and Innovation Pvt Ltd Pune, India

    To join the Team, you must meet the following criteria: · - Hold a degree or diploma in a relevant field · - Be willing to commit to the program for a specified period · - Have a passion for learning and growing your skills · - Be a team player with a positive attitude · **#Diffe ...

  • MANIKS

    Managing Supervisor

    3 weeks ago

    MANIKS Pune, India

    Accomplishes department objectives by supervising staff and organizing and monitoring work processes. · - Maintains staff by recruiting, selecting, orienting, and training employees and developing personal growth opportunities. · - Accomplishes staff job results by coaching, coun ...

  • Capgemini

    Managing Solution Architect

    2 weeks ago

    Capgemini Pune, India

    **Job Description**: · Capgemini is seeking a Director level executive to recruit as Solution Architect. · - Story boarding · - Understanding of market dynamics, the tactics played by various service integrators and both the stated and unstated asks of the customers · - Understan ...

  • Mastercard

    Implementation Manager-2

    2 weeks ago

    Mastercard Pune, India

    Our Purpose · We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financi ...

  • MindTickle

    Managed Services Associate

    1 week ago

    MindTickle Pune, India

    **Who we are** · Mindtickle is the market-leading revenue productivity platform with enablement and operations solutions. Mindtickle is recognized as a market leader by top industry analysts and is ranked by G2 as both the #2 enterprise software product and #7 sales product. This ...

  • KPIT Technologies GmbH

    Project Managment Expert

    2 weeks ago

    KPIT Technologies GmbH Pune, India

    1. Project Management activities Interface with customer while performing the testing of Infotainment system Work to ensure assigned testing tasks are completed on time Ensure status & communication reports are detailed, comprehensive & accurate Serves as a RTE+SM role in terms o ...

  • Mastercard

    Product Manager-1

    2 weeks ago

    Mastercard Pune, India

    Our Purpose · We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financi ...

  • Capgemini

    Managing Solution Architect

    2 weeks ago

    Capgemini Pune, India

    Capgemini is seeking a Director level executive to recruit as Solution Architect. · - Story boarding · - Understanding of market dynamics, the tactics played by various service integrators and both the stated and unstated asks of the customers · - Understanding of the entire eco ...

  • Citi

    IT Project Manager-2

    2 weeks ago

    Citi Pune, India

    The IT Project Manager provides full leadership and supervisory responsibility. Provides operational/service leadership and direction to team(s). Applies in-depth disciplinary knowledge through provision of value-added perspectives or advisory services. May contribute to the deve ...

  • HyreFox Consultants

    Project Manager-176632

    3 weeks ago

    HyreFox Consultants Pune, Maharashtra, India

    Introducing Infosys BPM Ltd. · Infosys BPM focuses on integrated end-to-end outsourcing and delivers transformational benefits to its clients through reduced costs, ongoing productivity improvements, and process reengineering. Today's operational landscape is quite complex. Busin ...

  • Anushka Corporate Solutions

    Production Manager-level2

    3 weeks ago

    Anushka Corporate Solutions Pune, India

    **Post - Production Manager Level2** · Industry - **Form works, Metal Fabrication, Powder Coating** · **Location - Pune, Chakan Talegaon Rd, Nanekarwadi** · **Education - mechanical** · **Experience yrs** · **Job Profile -** · **Knowledge about Powder Coatingmetal Heavy fabricati ...

  • epavilion group

    Sales & Marketing Manager

    2 weeks ago

    epavilion group Pune, India

    **Requirement**: · 2/3 years in Marketing, with experience in building brands. · Experience with start-ups / technology products · Top notch taste for sales and marketing · A brand first mindset and demonstrated history of creating brand awareness · Coordinating with Internal and ...

  • OptimHire Software Solutions Private Limited

    Content Marketing Manager

    2 weeks ago

    OptimHire Software Solutions Private Limited Pune, India

    Creating persona-driven content for different stages of the · buying cycle to attract more relevant traffic and to expand our · subscriber base. · - Performing extensive market research on the travel industry · and working closely with other teams to discern most relevant · topic ...

  • SYNERGYTECH AUTOMATION

    Purchase Managment

    5 days ago

    SYNERGYTECH AUTOMATION Pune, India

    Work Location-Pune · - Schedule: Full-time · - Job Posting Date:09-Jan-2023 · - **Responsibilities** · - Demonstrates effective communication and problem-solving skills. · - Evaluate vendors to ensure its performance is aligned with established specifications. · - Evaluate order ...

  • Jobs for Humanity

    Application Managed Services with Kubernetes

    3 weeks ago

    Jobs for Humanity Pune, India

    Company Description · Jobs for Humanity is dedicated to building an inclusive and just employment ecosystem. Therefore, we have dedicated this job posting to individuals coming from the following communities: Refugee, Neurodivergent, Single Parent, Blind or Low Vision, Deaf of Ha ...

  • Mintskill HR Solutions

    Relationship Manager-salary2wealth-pune

    1 week ago

    Mintskill HR Solutions Pune, India

    Job Information · Industry · - BankingWork Experience · - 2-4 yearsSalary · - upto 5 Lac per AnnumCity · - PuneState/Province · - MaharashtraCountry · - IndiaZip/Postal Code · **Job Profile: Relationship Manager-Salary2Wealth** · **Grade: Deputy Manager** · *** · **Job Role**: · ...