Asst. Manager - Customer Service Operations
Tata Communications · Gurgaon
- Experience2–7 yrs
- SalaryNot disclosed
- Work modeonsite
- Levelsenior
- Posted15 Sept 2026
About Tata Communications
Tata Communications is hiring in Gurgaon in telecom. This role looks for around 2+ years of experience.
Skills
- Network
- Software-Defined Wide Area Networking
- Cloud Security
- Unified Collaboration
- Mobility
- Internet of Things
- Incident Analysis
- Technical Troubleshooting
- Data Backup
- Data Restoration
- Data Retention
The role
A technical support engineer at a telecommunications services company diagnoses network, cloud security, unified collaboration, mobility, and IoT issues, coordinating escalations and optimizing service operations. The role also applies incident analysis and solution recommendation to improve customer-facing systems and procedures.
Full job description
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