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.