Job Description

Broad outline of the Role

• Responsible for driving network operations and maintenance in the respective areas of Network/SDWAN/Cloud and security/Unified Collaboration/Mobility and IoT/other domains with the objective of minimizing downtime of network infrastructure, providing quality of network, resolving network issues, and cost effectively enhancing customer experience. The role will involve- planning and implementing network improvement projects, managing network operations, network analysis, bringing in process and cost level improvements. This is a tactical role which has a significant mid-term impact on the business units overall results.

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 7-12 years of relevant experience

Other knowledge/skills

• Extensive experience in operations and project implementation of network technology
• Customer experience management
• Understanding of domain and related technologies

Key Responsibilities

• Lead domain specific operations team to meet the uptime targets.
• Manage network operations and maintenance, this may include marine cables, network equipments, facility, security operations for all sites and network.
• Ensure timely identification and fixing of network failures, review repeat issues to ensure permanent remedial actions are taken.
• Lead and drive operational review meetings with vendors.
• Develop tactics for improving operation efficiencies while improving service levels, employee retention and operational costs.
• Provide direction and escalation support to 24/7 NOC team.
• Manage difficult customer situations; respond promptly to customer needs; respond to requests for service and assistance.
• The role will lead a large team.

Technical Competencies

Knowledge / Skills

Tata Communications