Sr Manager - Customer Interaction Suite

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 driving network operations and maintenance in contact Center , CPaaS & SaaS domain with the objective of minimizing downtime of network infrastructure, providing quality of network, resolving network issues, and cost effectively enhancing customer experience. The role will involve- planning and implementing network improvement projects, managing network operations, network analysis, bringing in process and cost level improvements. This is a tactical role which has a significant mid-term impact on the business units overall results.

Minimum Qualifications & Experience

• Graduate with 12-16 years of relevant experience

Other Knowledge & Skills

• Extensive experience in operations and project implementation of network technology
• Customer experience management
• Understanding of domain and related technologies

Key Responsibilities

• Lead domain specific operations team to meet the uptime targets.

• Manage network operations and maintenance, this may include marine cables, network equipment's, facility, security operations for all sites and network.

• Ensure timely identification and fixing of network failures, review repeat issues to ensure permanent remedial actions are taken.

• Lead and drive operational review meetings with vendors.

• Develop tactics for improving operation efficiencies while improving service levels, employee retention and operational costs.

• Provide direction and escalation support to 24*7 NOC team.

• Manage difficult customer situations; respond promptly to customer needs; respond to requests for service and assistance.

• The role will lead a large team.