Lead - Customer Service Operations High Wycombe, England
Job description
Lead - Customer Service Engineering Operations
Tata Communications Limited (TCL) is a digital ecosystem enabler that powers today’s fast growing digital economy;
Present in 190+ countries and territories around the world
Serves over 7,000 customers globally that represent over 300 of the Fortune 500
Connects 4 out of 5 mobile subscribers worldwide
Connects businesses to 80% of the world’s cloud giants
Senior Manager, Customer Service Operations
Individual contributor position managing customer queries related to all services and solutions delivered includes complex customer issues diagnosing and thereby resolving and fixing Act as a conduit between customer and other teams such as engineering architecture etc for any issue resolution Provide L2 to L3 support to resolve hardware/software issues by applying technical expertise
Responsibilities and Expectations
Expert level skills in one of the domains out of Network Security, IPT&UCC, SDWAN, Cloud Networking or IP 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 engineers.
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.
