General Manager Customer Service Operations Customer Service Operations B5101 2 Job In Tata Communications Limited In Mumbai, India

Job Family DescriptorBroad outline of the Role- Ensure Customer experience of Top 320 Enterprise customers, Top 10 MOVE/SCCP customers by CSA differentiated service and ensureing best in class experience to TCL TOP reveneue genrating customers - Managing Probelem managment for reduction of repetive failure for - Running SATSOC to ensure first time right delivery - Running HFR for changing access solution and keep alive customer with TCL With the objective of - Building a Support structure for continouse service improvement and help organization drive higher product Penetration and reveneue retantion from tope customers - Work on Skill gap matrix to drive training and hiring of the team to prepare resource for supporting growth service portfolios for customers like SDWAN, MOVE, Mobility - Improving the Quality of service by reducing repeat failure, RCAs - Being Proactvie in identifying the faults in existing design and provide value to customers by improving the service uptimes and as desired by customers.

- Supporting customer for non-Standard Solution as service and New Services like IZO, SD WAN, Cloud based UCC, - Service Quality improvement through a Problem management activities and conceptualizing TAM model for building repport with Top300 customers through continueous engagement by driving solution improvment programs Purpose - Broad objective of the roleIntl SOCs, India SOC, SP SOC, MOVE SOC, IP NOC, NLD NOC, all regional MAN, RF SOVC/NOC, Network and IZO products, CSMs, Sales, IT, BOP, Program management, IP provisioning, Pre sales, Delivery, OM, SCM Operating Network - Key ExternalCustomers Vendors Service Providers Router Vendors etcOperating Network - Key InternalTechnical Service Center NOC Engineering Team Service Delivery Team Solutions Products Team PMG TeamSize and Scope of Role - FinancialOperating Budget NASize and Scope of Role - No of direct reports3Size and Scope of Role - Total team 130 incl off role employeesSize and Scope of Role - Other parametersMinimum qualification & experienceB.

Tech/BE in Electronics & Telecommunications with 20+ years of experience in managing the Service Assurance Business Acuemen and basic understading of IP, TX, EV, Cloud & Security Exposure to Application based Growth Services is desirable Keeping abrest to technolgy and ensuring best current practices are implemnted in TCL.

Other knowledge/skillsCommunication Presentation skills Good interpersonal and customer handling skills Managerial skills good leadership capability and ability to handle teamsKey ResponsibilitiesGood knowledge of tools and Systems along with workflow, operations and Relationship management Good Knowledge of IP, Transmission, Voice, UCC and MOVE/SCCP products and technologies People management and leadership skills analytical skills Excellent communication (verbal & written) skills Technical CompetenciesKnowledge / Skills

Tata Communications Limited is looking for .

Tata Communications Limited is looking for Any Graduate / Post Graduate profile candidates.