Sr Lead - 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

Responsible for managing NLD ISP and OSP Network of a Customer. Maintaining the agreed SLA and KPIs. Handling a team size of more than 150.

Graduate with a minimum 10 years of experience

Good knowledge on service assurance of DWDM ISP Network

Experience in handling Fiber rollout and O&M

Experience in handing spare management

Good presentation and communication skills

Technical administration in restoring of faults in coordination with NOC, Field, Planning and Project team

Incident Validation, Incident Analysis and RCA sharing

Act as a point of escalation for Level-2

Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions

Coordinate with cross functional teams on escalations, tracking, performance issues, and outages

Prepare weekly Executive Summary Reports for the client on customer service operations activity

Spare Management

Handling a team of 150+ and ensure that the required tools and software are in working condition

Tata Communications, culture is represented by our leadership signature- DRIVE AHEAD. It is how we lead, collaborate, and live our values every day. It is defined through six core behaviours:

Accountability & Ownership

Collaboration

Agility

Can-Do Attitude & Growth Mindset

Innovation & Problem-Solving

Continuous Learning & Skill Transformation.

At Tata Communications, you’ll work on real problems and help build solutions that support businesses and communities around the world. Here, we support your growth through meaningful career opportunities, learning, hands-on experience, and the freedom to explore new ideas.

With us, you can build a career with purpose and impact.