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Assistant Manager - Global Service Operations

Assistant Manager - Global Service Operations

On site

High wycombe, United kingdom

Full Time

12-10-2025

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Skills

Customer Service Architecture

Job Specifications

About The Company

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

Job Description Responsible for Managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in respective areas of Network/SDWAN/Cloud & security/Unified Collaboration/Mobility & IoT/other domains. The role acts as a conduit between customers and other teams such as engineering, architecture etc. for any issue resolution. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles. Responsibilities Technical administration or troubleshooting to ensure the efficient functionality of the solution. Incident Validation, Incident Analysis, Solution recommendation Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions Act as a point of escalation for Level-1 customer service analysts Coordinate with IT teams on escalations, tracking, performance issues, and outages. Prepare Monthly Executive Summary Reports for managed clients and continuously improve their content and presentation. Provide recommendations in tuning and optimization of systems, processes, procedures, and policies. Maintain an inventory of the procedures used by the operations team and regularly evaluate the procedures and add, remove, and update the procedures as appropriate. Publish weekly reports and monthly reports on customer service operations activity. Desired Skill sets Good knowledge on implementation, installation, integration troubleshooting and overall functionalities Experience in troubleshooting platform related issues, data backup, restoration, retention Maintains awareness of latest technologies in the domain

About the Company

Tata Communications is a digital ecosystem enabler that powers today’s fast-growing digital economy. We enable the digital transformation of enterprises globally, including 300 of the Fortune 500. We carry around 30% of the world’s internet routes and connects businesses to 60% of the world’s cloud giants. We have been a part of the rich heritage of the internet in India. Over the last 25 years, enterprise-enabled services have been essential to the adoption of digital services in the country. Connectivity is an essential... Know more