Assistant Manager - Customer Service Operations

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Date: 20 Feb 2024

Location: Hyderabad, India

Company: Tata Communications

Job Family Descriptor

  • Network Support:
    • Design, implement, and maintain the organization's local and wide-area networks (LAN/WAN).
    • Configure and troubleshoot routers, switches, firewalls, and other network devices.
    • Monitor network performance and implement optimizations to ensure high availability and reliability.
    • Collaborate with cross-functional teams to implement network security measures.

Broad outline of the Role

    Desktop Support:
    • Provide advanced technical support for end-user computing devices, including desktops, laptops, and peripherals.
    • Install, configure, and maintain operating systems and software applications.
    • Respond to escalated help desk tickets and resolve issues in a timely and efficient manner.
    • Conduct regular system updates, patches, and maintenance to ensure optimal performance.

Purpose - Broad objective of the role

  • System Administration:
    • Administer user accounts, permissions, and access rights.
    • Maintain server infrastructure, including file servers, domain controllers, and email servers.
    • Implement backup and recovery strategies for critical systems and data.
  • Troubleshooting:
    • Diagnose and resolve network and desktop-related issues, both remotely and on-site.
    • Conduct root cause analysis for recurring problems and implement preventive measures.
    • Collaborate with other IT teams to address complex technical issues.

Operating Network - Key External

Operating Network - Key Internal

Size and Scope of Role - Financial

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Size and Scope of Role - Other size parameters

Minimum qualification & experience

  • Qualifications and Skills:

  • Bachelor's degree in Information Technology, Computer Science, or related field.
  • 5 to 10 years of proven experience in network and desktop support roles.
  • Relevant certifications such as Cisco CCNA/CCNP, CompTIA A+/Network+, Microsoft Certified: Windows Server, etc.
  • In-depth knowledge of network protocols, security, and best practices.
  • Proficiency in Windows and Linux operating systems.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and collaboratively in a team environment.

Other knowledge/skills

  • Good knowledge on implementation, installation, integration troubleshooting and overall functionalities
  • Experience in troubleshooting platform related issues, data backup, restoration, retention
  • Maintains awareness of latest technologies in the domain

Key Responsibilities

  • Technical administration or troubleshooting to ensure the efficient functionality of the solution.
  • Incident Validation, Incident Analysis, Solution recommendation
  • Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions
  • Act as a point of escalation for Level-1 customer service analysts
  • Coordinate with IT teams on escalations, tracking, performance issues, and outages.
  • Prepare Monthly Executive Summary Reports for managed clients and continuously improve their content and presentation.
  • Provide recommendations in tuning and optimization of systems, processes, procedures, and policies.
  • Maintain an inventory of the procedures used by the operations team and regularly evaluate the procedures and add, remove, and update the procedures as appropriate.
  • Publish weekly reports and monthly reports on customer service operations activity.

Technical Competencies

Knowledge / Skills

Communication Skills

Job Segment: Network, Operations Manager, Technical Support, System Administrator, Computer Science, Technology, Operations

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