Sr Technical Associate - Cloud & Security Customer Service Operations

Tata Communications Limited

Pune, India

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Posted 13 days ago
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Job Description

Key Responsibilities

Manage and monitor end-to-end delivery of network links / connectivity services

Ensure timely provisioning, installation, and activation as per agreed SLAs

Coordinate with internal departments (Sales, Operations, NOC, Field Teams) for seamless execution

Liaise with vendors and partners for link provisioning and issue resolution

Track order lifecycle from booking to closure

Ensure proper documentation and reporting of service delivery activities

Identify and escalate delays, risks, or bottlenecks

Maintain customer communication and provide status updates

Handle customer escalations and ensure timely closure

Monitor service delivery performance and suggest process improvements

Ensure compliance with quality and operational standards ________________________________________ Key Skills & Competencies

Strong understanding of network/telecom service delivery processes

Knowledge of leased lines, MPLS, broadband, fiber connectivity (preferred)

Good coordination and stakeholder management skills

Strong problem-solving and analytical ability

Ability to work under pressure and manage multiple tasks

Excellent communication and customer handling skills

Proficiency in MS Excel / reporting tools

support ________________________________________ Key Performance Indicators (KPIs)

SLA adherence for link delivery

Order fulfillment cycle time

Customer satisfaction (CSAT)

First-time-right provisioning

Reduction in delivery delays and escalations ________________________________________

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About Company

Tata Communications LimitedJob Source: jobs.tatacommunications.com

Tata Communications is a digital ecosystem enabler that powers today&#8217;s fast-growing digital economy. We enable the digital transformation of enterprises globally, including 300 of the Fortune 500. We carry around 30% of the world&#8217;s internet routes and connects businesses to 60% of the world&#8217;s cloud giants.
We have been a part of the rich heritage of the internet in India. Over the last 25 years, enterprise-enabled services have been essential to the adoption of digital services in the country. Connectivity is an essential fabric of sustenance for the economy. We are committed to enabling Industry leaders in this New World of Communications&#8482;, with our unique promise of delivering secure connected digital experiences.
In 2020, we announced the launch of &#8216;Secure Connected Digital Experience&#8217; (SCDx), a proposition intended to meet this growing, worldwide demand for new ways of operating, which includes far higher levels of working from home, rising security risks, a shift to digital commerce, and more contactless experiences. It will help companies currently relying on short-term fixes by providing holistic, secure, enterprise-level digital solutions that address current challenges and are fit for the long term.

Job ID: 148431715

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