Assistant 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

Assistant Manager - Service Operations Center (SOC)

Location

Pune (Work From Office)

Experience

5-8 Years

Shift

24x7 Rotational Shifts

Role Summary

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We are looking for an experienced Assistant Manager - Service Operations Center (SOC) to manage service assurance, incident resolution, and operational performance for enterprise telecom services. The role requires strong technical expertise, effective stakeholder management, and a customer-centric approach to ensure high service availability and SLA compliance.

Key Responsibilities

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• Manage end-to-end service operations for MPLS, GVPN, Internet, SD-WAN, and managed connectivity services.
• Lead incident and major incident management activities to ensure timely service restoration.
• Perform Layer 1, Layer 2, and Layer 3 troubleshooting.
• Analyze and resolve network issues involving BGP, OSPF, VPN, TCP/IP, DNS, and NAT.
• Coordinate with customers, service providers, field teams, and internal stakeholders during fault resolution.
• Drive SLA compliance, service assurance, and customer communication.
• Prepare incident reports, RCA documents, and service performance reports.
• Lead problem management and continuous service improvement initiatives.
• Mentor junior engineers and act as an escalation point for critical issues.

Required Skills

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• Strong knowledge of MPLS, GVPN, Internet, SD-WAN, WAN, and VPN technologies.
• Experience with routing and switching protocols (BGP, OSPF).
• Knowledge of Incident, Problem, and Change Management processes.
• Experience with tools such as ServiceNow or equivalent.
• Excellent troubleshooting, communication, and stakeholder management skills.

Qualifications

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• Bachelor's Degree in Engineering, Telecommunications, IT, or related field.
• 4-8 years of experience in Telecom Service Operations, Service Assurance, Managed Services, or Enterprise Network Operations.
• Preferred certifications: CCNA/CCNP, ITIL Foundation, SD-WAN Certifications.

Additional Requirements

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• Willingness to work in 24x7 rotational shifts.
• Comfortable working from office.
• Ability to manage high-priority incidents and customer escalations.