Tata Communications Hiring for General Manager – Customer Service Operations (Customer Service Operations) – B5101_2 at Pune Full Time

Job Family Descriptor Manage customer queries related to all services and solutions delivered includes complex customer issues diagnosing and thereby resolving and fixing Act as a conduit between customer and other teams such as engineering architecture etc for any issue resolution Provide L2L3 support to resolve hardwaresoftware issues by applying tehnical expertise Broad outline of the Role Purpose – Broad objective of the role Lead drive and monitor Layer 2 3 techincal support to customers Operating Network – Key External Customers Vendors Service Providers Router Vendors etc Operating Network – Key Internal Technical Service Center NOC Engineering Team Service Delivery Team Solutions Products Team PMG Team Size and Scope of Role – Financial Operating Budget NA Size and Scope of Role – No. of direct reports 3 Size and Scope of Role – Total team size 130 incl off role employees Size and Scope of Role – Other size parameters Minimum qualification & experience BE B Tech with 8 10 years experience in IP technology Other knowledge/skills Communication Presentation skills Good interpersonal and customer handling skills Managerial skills good leadership capability and ability to handle teams Key Responsibilities 1 SOC Plan and drive SOC team such as IP SOC team for resolution of customer issues at L2 L3 levels Plan support needs for the customer ensure timely execution of Service Acceptance Function compliance with 24 hour turnaround time SAT Adherence to defined checklist vaildation of delivery against customer order form and final acceptance for support Begin support operations post customer handover from Service Delivery team Engage with customers understand their expectations esp at CTO NOC Manager levels gather transaction feedback and ensure closures within fault window Drive YoY improvement in C Sat scores Performance Metrics Service Acceptance Time SAT C Sat scores Statistics on Customer Issues 2 Technical Call Center Monitor and review resolution of customer issues by the Call Center support analyze productivity and manpower efficiency and escalation of issues to L2 L3 levels Lead the technical training team to ensure Call Center support is fully trained to handle Layer 1 technical issues Study and monitor spikes in escalation of tickets to L2 L3 levels Performance Metrics Ticket Resolution Time Resolution Efficiency of tickets in defined time Tickets Serviced per person 3 NOC Monitor and drive resolution of infrastructure issues related to IP etc through NOC and maintain uptime of infrastructure Review of performance on periodic basis and minimize recurrence of incidents basis the past trends Performance Metrics Network Uptime Ticket Rate Parameter 4 Service Improvement Share timely feedback with Engineering team on customer experience and major issues faced by them Identify key problem segments and plan product changes with Engg team on a pro active basis Highlight key Priority 1 issues for resolution on real time basis Also work with Solutions team as and when required to check feasibility of deviation required by customer Monitor the performance of vendor services esp last mile vendors against the agreed SLAs and ensure compliance and quality of service received Performance Metrics ILL Performance report monthly Ticket Rate Service 5 New Product Service Support Plan and define SLAs for new service variants and identify strategy for new service support with Products team Performance Metrics 6 Team Development Regularly review team structure and assess talent requirements Participate in the recruitment and selection process Conduct goal setting and performance review for the team Improve manpower efficiency and productuvuty Drive team engagement and reward initiatives Coach and mentor team members as required and ensure resolution of any people issues Performance Metrics Team engagement age attrition Manpower cost and productivity 7 Escalation Management Assign incident manager to drive the resolution of an escalated incident Participate in concall meetings with CTO NOC head with customer organisation to assure corrective measures to avoid repeat escalations Devise mechanism to track all esclations identify root cause of the escaltions Identify improvement areas in terms of process people resources to avoid escalation situation Performance Metrics Escalation Tracker Technical Competencies Knowledge / Skills