Assistant Manager - Global Service Operations

Assistant Manager - Global Service Operations

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Tata Communications Redefines Connectivity with Innovation and Intelligence. Driving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we envision a New World of Communications.

TATA Communications Service Operations is the single point of contact for all customers of the International SOC division. Responsible for supporting TATA network & solutions including technical network designs, diagnosing, and resolving complex technical issues in areas such as Network IP/TX/SDWAN/Cloud & security/Unified Collaboration. This operational role delivers results impacting Day2 services. Self‑sufficient, capable of identifying key issues and priorities to achieve results with minimal supervision.

Demonstrates flexibility with in‑depth command of techniques, processes, tools and standards within the relevant field.

• Expert in network solutions in operations with a primary focus on private line and Ethernet products utilizing technologies such as L2
  
  VPN, PBB, MPLS-TP and optical transmission technologies (DWDM and SDH networks), complemented by IP based products like GVPN, DIA and IZO SD‑WAN.
• 3rd Line Technical point providing timely and effective resolution for escalated or complex issues including services, designs and solutions. Technical administration or troubleshooting to ensure efficient functionality of the solution. Requires close interlock with 2nd line service assurance teams.
• Creation and administration of low‑level designs and complex changes in the network for services provided to customers throughout the operations lifecycle.
• Maintain close relationship with customers for technical design and service issues, attend service review meetings, assess feedback, recommend actions to improve technical service quality.
• Creation and validation of RCAs and PCAs following high severity outages.
• Support cross‑function teams in planning and administering service improvement plans, sophisticated network migrations and changes to improve uptime and services.
• Assist in development, revision and maintenance of Standard Operating Procedures, knowledge base, troubleshooting guidelines and working instructions. Support up‑skilling of the service desk through training, breakout sessions or on‑the‑job guidance.

Minimum 4 years of strong experience in Ethernet and Optical Transmission network with proficiency in Data services like IP, SDWAN preferably within a service provider environment. Certification is required.

• Problem‑Solving & Critical Thinking – Ability to analyze complex technical flaws, identify root causes, and implement effective solutions.
• Communication Skills – Strong verbal and written communication to interact with cross‑functional teams, customers, and vendors.
• Customer Handling & Crisis Management – Managing escalations, setting expectations, and ensuring smooth communication between technical teams and business stakeholders.
• Adaptability & Learning Mindset – Staying up to date with emerging technologies, security trends, and industry best practices.
• Collaboration & Teamwork – Working effectively with internal teams, vendors, and customers to achieve seamless network operations.
• Time Management & Prioritization – Managing multiple tasks, projects, and escalations effectively without compromising on quality.
• Documentation & Reporting – Creating clear, detailed documentation, technical reports and knowledge base articles for efficient troubleshooting and process improvements.

$70,909 – $89,345 (may be adjusted within this range based on candidate's qualifications, experience, and specific needs of the position)

Medical, Dental and Vision Coverage, 401(k) plan, and paid leave under our policies.

Eligible for a discretionary bonus.

Mid‑Senior level

Full‑time

Management and Manufacturing

Telecommunications