Sr Manager - Network Operations & Support (Network Operations & Support) - B4101_1

Date: 31 Jan 2024

Location: Pune, India

Company: Tata Communications

Broad outline of the Role


This is a core technical position that acts as a Team Lead for Manage IPNOC.

Major Activities

  • Handle escalated cases from Level2 of IPNOC support team.
  • Performance Management of IP/MPLS Network / Customer SLAs (As per Agreed SLA & KPIs)
  • Vendor Governance - Define & monitor Vendor SOW - periodic reviews.
  • Managing and Driving major N/W improvement Projects. (Platform Upgrades / Routing Changes / Topology changes)
  • Work with SQM ( Service Quality Management ) and Field Teams to drive IP/MPLS  Network improvement Plans
  • Work with field and infra provider to manage infra health for IP/MPLS POPs
  • Owning the interlock between Field & NOC teams / Engg Teams for New network projects/Augmentations.
  • Define & tracking of N/W Handover processes / Spare & O&M Policies

Purpose - Broad objective of the role

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Minimum qualification & experience

  • Graduate with 7-12 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 equipments, 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.

Technical Competencies

Knowledge / Skills

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