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Head - International SOC

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Date: 30-Oct-2020

Location: London, United Kingdom

Company: Tata Communications

Purpose of your Role

Building and leading high performing Assurance teams to deliver best in class Services for International Enterprise customers from concept initiation responsible for Employing, Training and Managing International Multi-Service Desk delivering high quality, cross-technology support for complex solutions for the top International customers. Incident Management, Problem Management and Dedicated Desk to support key customers are part of this role.


You will be

•    Building & managing multi support structure to support Multi Service Solutions to aid the organization to drive higher product penetration.
•    Delighting highly demanding International Multi Service Customers by face to face contact and continuous delivery of service excellence
•    Supporting traditional products for large scale international enterprise customers and improving the operation efficiency
•    Improving the customer experience by refining the quality of supporting by driving fictional KPI
•    Making International SOC best place to work by working together with team for the development of their skill and professional satisfaction

You will be accountable for (Key Responsibilities)


1 ) Strategic / Transformative initiative

Tata Communications is following a transformation to "mine few accounts and mine them deep "by increasing Product Penetration Ratio with our top clientele. We are also pursuing range of the services across UCC, SDWan portfolio to name a few that complete our Portfolio.

  • This function is the leading frontline group in service assurance to Build, Operate and Scale a "Multi Service Desk" to support customers buying multiple product and complex solutions. It has the best of engineers with skill & expertise across UCC, Security /MSS, Hosting, SDWan Product portfolio on one hand and the right tools and systems to provide best of diagnostic and analytic ability to frontend engineers to support complex solutions. The role here heads this MSD Function and itself requires skills, certifications and experience across multiple technologies and a distinguished performance record and people leadership traits to build and lead the frontline support group. Besides MSD, the role also leads the ESSC group that support Top 300 Global {International} customers.
  • The role requires Improving the capability of team to perform Level 1& 2 troubleshooting and isolate or resolve the customer issues for applications services availed by them - security services, UCC, Hosted Contact Centre, SDWan and underlay Transport, IP or Voice technology.
  • The role requires Developing a core team and a constant stream of talent building as well as next line succession leaders to ensure continuous organisational growth. it also requires working with Partner management team to build more stringent process for UCC partner support model.


2) International Enterprise SOC, Multi-Service Desk Operations

  • Perform Incident management and Problem management for International Enterprise customers.
  • Engage with customers both face to face and via teleconference to resolve their trouble tickets, assess chronic troubles, review their permanent fixes, and continually assess service levels to improve customer experience and improvise our processes.
  • Review KPIs and plan improvement actions and drive actions with stakeholders.
  • Manage support of Security/Application Services (Voice and UCC) and govern their KPIs.
  • Customer connect program to improve the NPS
  • Engaging with top customers, perform service and quarterly review to understand the feedback how our services propel customer business and run improvement program on our services to improve value to customer business.
  • Reviewing the Customer transaction feedback and Balanced Score Card and preparing plan for improvement along with Cross functional team.
  • Tracking and reviewing the customer feedback with respective touch points and cross function teams in the organization driving issues to closure.


3)  Process Improvement/ Innovation

  • Analysing the existing process and working on process engineering to improve the productivity of team and build robust operation support model, Planned, and implemented the restructuring of operation teams
  • The role includes insourcing the services outsourced to domain partners and continually reduce cost of operations while improving service quality. This is attained by skill building, automating processes over systems and tools acquiring the abilities that our outsourced domain partners have and effectively insourcing and thereafter scaling the services.


4) Service Improvements - Cross Functional Engagements

  • Plan and Lead improvement initiatives for customer with different cross functional team Engineering/product/NOC/Access, Regular interlock and review the performance for improvement.


5) Skill building

  • For leading diverse and large teams supporting newer technologies and equipment vendors- "Skill building” is a key investment area.
  • One of the key roles of the manager is to continually assess talent requirements; manage the recruitment and selection process with HR for effective external talent acquisition vs internal talent reorientation through specific training & certification intervention programs; Manage a structured calendar of Training and Certification for New Talent Hires and Augment skills of existing employees through certifications and "on Job training" ; Coach and mentor team members towards a "Technical career Architecture" ladder.
  • Improve manpower efficiency and people productivity, through cross domain learning and tools enablement.
  • Drive team engagement and recognition initiatives; Conduct goal setting and performance review for the team.

You have (Qualification and exp)

  • B. Tech/B. E degree in Electronics & Communications/ Computer Science and Engineering degree/certification is desirable with 22+ years of experience in managing the Service Assurance.
  • Business Acumen and in depth understanding of IP and transmission Services, Basic understanding of Security, voice, and application layer services
  • Excellent face to face engagement skills with Senior people in Top International customers. Good knowledge of tools and Systems along with workflow, Leadership skill, Multicultural Team Management experience, analytical skills, Incident & Escalation Management Skill, Excellent communication (verbal & written) skills.
  • Certifications - ITIL v.3, CCNP, CCNA, MCSE

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