Assistant Manager - Global Service Operations

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

Position Summary

This role is responsible for managing the complete lifecycle of critical incidents to ensure rapid recovery from high-impact IT or business service disruptions. Role includes coordination between technical teams, communication with internal stakeholders and customers, and continuous improvement of incident handling.

Functions

Incident Identification & Assessment -

Monitor queue for P1 and escalated cases.

Ensures the incident is managed according to defined major incident procedures

Maintains control over priorities, scope, and actions during the incident lifecycle adhering to SOP & ITIL guidelines.

Impact analysis to declare Major event P1. (accesses Business impact, Number of users/sites affected, criticality of impacted services.)

Immediate trigger/escalation to responsible support teams.

Join customer bridge or open Bridge for P1 events. Responsible for driving the call.

Communications & notifications -

Acts as the single point of coordination

Maintain TAT of initial & subsequent updates along with available ETR.

Resonsiple to notify outage updates to Senior mgmt/Leadership & customer.

Ensure clear, accurate & consistent update.

Collaboration -

During P1, bring together cross functional support teams.

Faciliate collaboration between responsible teams, arrange bridge.

Ensure teams are in line to priority resolution of the incident/services.

Appropriate use to escalation channels to priotize restoration.

Documentation -

Record impact analysis in ticket.

Maintain real time incident logs & key events.

Define/ identify action owner and capture details.

SLA based notifications to Customer as well as internal teams about progress.

Post Incident Review -

Leads or supports Post-Incident Reviews (PIR) / Root Cause Analysis (RCA)

Root causes are identified

Corrective and preventive actions are defined

Tracks follow-up actions until closure

Trigger problem management task as applicable