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
Role Overview
The role is responsible for managing customer queries and technical issues related to Mobility and IoT services and solutions. The incumbent will diagnose and resolve complex technical problems while acting as a key interface between customers and internal teams such as engineering, architecture, and platform support to ensure timely issue resolution.
This operational role directly supports day-to-day service delivery and customer experience. The individual will guide technical staff, review the quality of work delivered by the team, and ensure operational excellence across managed services.
Key Responsibilities
- Perform technical administration and troubleshooting to ensure optimal performance and reliability of Mobility & IoT solutions.
- Conduct incident validation, root cause analysis, and recommend appropriate resolution strategies.
- Develop, revise, and maintain Standard Operating Procedures (SOPs) and Working Instructions for operational activities.
- Act as a Level-2 escalation point for Level-1 customer service analysts and provide technical guidance when required.
- Coordinate with internal App, Device engineering, and platform teams for issue escalation, performance concerns, and outage management.
- Prepare monthly executive summary reports for managed clients and continuously enhance reporting quality and insights.
- Recommend improvements for system tuning, process optimization, and operational efficiency.
- Maintain and regularly review the operations procedure repository, ensuring documentation remains updated and relevant.
- Publish weekly and monthly operational reports covering service performance, incident trends, and customer service metrics.
Desired Skill Sets
- Strong understanding of IoT platforms, including implementation, installation, integration, and troubleshooting.
- Experience in platform issue resolution, data backup, restoration, and data retention policies.
- Ability to perform technical analysis and problem diagnosis in complex environments.
- Good awareness of emerging technologies and industry developments in IoT and mobility solutions.
- Strong communication, coordination, and stakeholder management skills.
Qualifications
- Bachelor's degree in Computer Science, IT, or equivalent discipline, or Postgraduate qualification in IT.
- 6 -10 years of relevant experience in IoT operations, or technical support environments.
