Sr Lead - Customer Service Operations
Tata Communications · Mumbai
- Experience10–11 yrs
- SalaryNot disclosed
- Work modeonsite
- Posted1 Oct 2026
About Tata Communications
Tata Communications is hiring in Mumbai in telecom. This role looks for around 10+ years of experience.
Skills
- DWDM ISP Network
- service assurance
- Fiber rollout and O&M
- spare management
The role
A network operations manager at a telecommunications company manages DWDM ISP networks, restores faults, and coordinates fiber rollout and O&M. The role applies service assurance and spare management while leading customer service operations.
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
Broad outline of the Role
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.
Minimum Qualifications & Experience
Graduate with a minimum 10 years of experience
Other Knowledge & Skills
Good knowledge on service assurance of DWDM ISP NetworkExperience in handling Fiber rollout and O&MExperience in handing spare managementGood presentation and communication skills
Key Responsibilities
Technical administration in restoring of faults in coordination with NOC, Field, Planning and Project teamIncident Validation, Incident Analysis and RCA sharingAct as a point of escalation for Level-2Assists with the development, revision, and maintenance of Standard Operating Procedures and Working InstructionsCoordinate with cross functional teams on escalations, tracking, performance issues, and outagesPrepare weekly Executive Summary Reports for the client on customer service operations activitySpare ManagementHandling a team of 150+ and ensure that the required tools and software are in working condition