SR MANAGER - GLOBAL SERVICE OPERATIONS

About the Company

Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications

Job Information

• Expert in SDWAN with fair knowledge on one or more technologies like SDWAN, Cloud, UCC, Managed hosting or Enterprise Data Networks.
• Close relationship with customer for technical design and services.
• Attendance to Customer meetings, presenting best practice methodology for technical design and migration of services from the incumbent providers to Tata Communications.
• Attending post sales design and migration workshops to facilitate the creation of Post-Sales Low Level Design, Configuration Template and Migration Planning documentation for the products.
• Support in Delivery and Service Assurance functions, Pilot and Critical Migration activities during service rollout and in life changes.
• Customer solution auditing and maintenance of post-sales design documentation, ensuring accurate reflection live and in life status.
• Provide technical solution design training to delivery and service assurance teams.
• Requiring close interlock with 3rd line service assurance teams.
• Responsible for providing timely and effective resolution for escalated faults as L4 Escalation point.
• Support in MACD's including complex and commercial design changes, forming part of a triage and delivery team to assess impact of MACD requests and incremental business proposals.
• Validation RCAs and drive the PCA following high severity outages Attendance of service review meetings assessing customer feedback, perceived pain points, providing recommendations and delivery of actions to ameliorate technical service quality issues.
• Close interlock and support of the Service Management teams with the creation and delivery of actions resulting from SIP (service improvement planning).
• Technical validation of pre-sales solutions description documentation (SDDs) as fit for purpose, ensuring technical proposals are correct and clearly defined prior to contract signature, including validation of Feasibility and access circuit / technology selection BOM (bill of materials) SPOF (single point of failure) identification and confirmation of diversity &routing Close engagement and interlock with Delivery, pre-sales.
• Support service assurance to improve customer service experience.

Job Family Descriptor

Responsible for the development of solution architecture with respect to technical solution design and service operations for complex solutions. Serves as a technical expert on solutions design, development and implementation requirements to address business needs. Analyses the functionality and constraints of recommended solution / changes across multiple systems / platforms / applications. The team ensures compatibility, interoperability, stability and usability of solution architecture. Also plans and implements processes and systems for effective delivery of complex solution sought by customer. Roles in this function require broad and deep technical knowledge and experience across varying infrastructure requirements, development, design and re-engineering.

Level Descriptor

Regularly leads important projects that require providing experienced project team members with instruction, guidance and advice in all aspects of the project to ensure delivery of quality outcomes. Able to independently resolve complex projects, issues, challenges encountered. Operational role, responsible for delivering results that have direct impact on the achievement of results within the job area and may also impact a wider operational area. Capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles. Self-sufficient, capable of identifying key issues and priorities and focusing on these to deliver required results with minimal direction and supervision. Demonstrate a level of flexibility in resolving problems / issues that at least to in-depth command of all techniques, processes, tools and standards, within the relevant field of specialization. Able to identify problems and significantly improve, change or adapt existing methods and techniques. Might lead / mentor small teams Work-group / team focus.

Base Salary Range : $86,957 - $114,348. The salary may be adjusted within this range based on the candidate's qualifications, experience, and the specific needs of the position

Benefits Summary : We offer Medical, Dental and Vision Coverage, as well as a 401k plan , and paid leave under our policies.

Other Compensation : The position is eligible for a discretionary bonus

Salary : $86,957 - $114,348