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- Tasks: Manage customer queries and resolve complex technical issues in Network, SD-WAN & security.
- Company: Tata Communications is a leader in innovative connectivity solutions across various domains.
- Benefits: Enjoy a full-time role with opportunities for professional growth and collaboration.
- Why this job: Join a dynamic team that impacts daily operations and drives technological advancements.
- Qualifications: Experience in troubleshooting SD-WAN and Security, with knowledge of Fortinet and Zscaler preferred.
- Other info: Engage with customers through regular calls and participate in cross-functional team meetings.
The predicted salary is between 48000 - 72000 £ per year.
Overview
Join to apply for the Manager – Global Service Operations role at Tata Communications.
About the Company
Tata Communications redefines connectivity with innovation and intelligence. Driving 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, SD-WAN & security domains. The role acts as a conduit between customers and other teams such as engineering, architecture etc. for 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.
- Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions.
- Act as a point of escalation for Level-1 and Level-2 customer support team.
- SPOC for assigned customers where candidate is responsible to conduct weekly calls with customer part Governance. Candidate to participate in Monthly and Quarterly customer engagements with Cross functional teams.
Desired Skill Sets
- Good knowledge on troubleshooting and overall functionalities specifically in SDWAN and Security domains covering products like Versa, Fortinet and VIPTELA.
- Additional Skills related to handling Proxy Services like Zscaler, PRISAM will be added advantage.
- Profile also recommend to have Security experience handling majorly Fortinet.
- Maintains awareness of latest technologies in the domain.
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Management
Industries
- Telecommunications
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Manager - Global Service Operations employer: Tata Communications
Contact Detail:
Tata Communications Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Manager - Global Service Operations
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as SD-WAN and security products like Fortinet and Versa. Being able to discuss these technologies confidently during interviews will show your expertise and enthusiasm for the role.
✨Tip Number 2
Network with professionals in the telecommunications industry, especially those who work with Tata Communications or similar companies. Engaging with them on platforms like LinkedIn can provide you with insights into the company culture and expectations for the Manager - Global Service Operations role.
✨Tip Number 3
Prepare to demonstrate your problem-solving skills by thinking of examples from your past experiences where you've successfully resolved complex technical issues. This will be crucial in showcasing your ability to handle the responsibilities outlined in the job description.
✨Tip Number 4
Stay updated on the latest trends and advancements in the telecommunications sector, particularly around cloud services and security. Showing that you are proactive about learning can set you apart from other candidates and align with Tata Communications' innovative ethos.
We think you need these skills to ace Manager - Global Service Operations
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing customer queries and technical troubleshooting, especially in SD-WAN and security domains. Use specific examples that demonstrate your ability to resolve complex issues.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role at Tata Communications. Mention how your skills align with their needs, particularly your experience with products like Versa, Fortinet, and VIPTELA, as well as your familiarity with Proxy Services.
Showcase Your Communication Skills: Since the role involves acting as a conduit between customers and technical teams, emphasise your communication skills. Provide examples of how you've successfully managed customer relationships and facilitated cross-functional collaboration.
Highlight Continuous Learning: Mention any recent training or certifications related to telecommunications, SD-WAN, or security technologies. This shows your commitment to staying updated with the latest industry trends, which is crucial for the role.
How to prepare for a job interview at Tata Communications
✨Showcase Your Technical Knowledge
Make sure to brush up on your understanding of SD-WAN and security domains, particularly products like Versa, Fortinet, and VIPTELA. Be prepared to discuss specific troubleshooting scenarios you've encountered in the past.
✨Demonstrate Your Problem-Solving Skills
Since the role involves diagnosing and resolving complex technical issues, be ready to share examples of how you've successfully managed customer queries and escalated issues in previous positions.
✨Highlight Your Communication Skills
As a conduit between customers and technical teams, effective communication is key. Prepare to discuss how you’ve facilitated discussions or resolved conflicts between different stakeholders in your past roles.
✨Familiarise Yourself with Standard Operating Procedures
Understanding the importance of SOPs in operational roles is crucial. Be ready to talk about your experience in developing or maintaining SOPs and how they contribute to efficient service delivery.
