Manager - Global Customer Service Operations
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 Communications
Broad outline of the Role
Lead the operational management of enterprise voice and UCC services, ensuring service availability, customer SLA compliance, supplier governance, incident management, and continual service improvement. The role is responsible for overseeing voice service operations, managing supplier performance, driving service restoration during major incidents, and maintaining operational excellence across managed voice platforms.
Minimum Qualifications & Experience
Graduation with 4-8 years of relevant experience
Technical Expertise
Strong understanding of enterprise voice and UCC technologies
SIP Trunking
Session Border Controllers (Ribbon, AudioCodes, Oracle, etc.)
Microsoft Teams Direct Routing / Operator Connect
Cisco Webex Calling
PSTN and carrier interconnects
Voice network troubleshooting and call flow analysis
Leadership & Soft Skills
Excellent stakeholder management and communication skills.
Strong analytical and problem-solving abilities.
Ability to operate effectively in high-pressure service restoration scenarios.
Experience presenting operational performance to senior leadership and customers.
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