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    Assistant Manager - Los Angeles, United States - Tata Communications

    Tata Communications
    Tata Communications Los Angeles, United States

    1 week ago

    Default job background
    Description
    Broad outline of the Role


    • Responsible for Managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in respective areas of Network/SDWAN/Cloud and security/Unified Collaboration/Mobility and IoT/other domains. The role acts as a conduit between customers and other teams such as engineering, architecture etc. for any issue resolution. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles.
    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 4-7 years of experience
    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
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