Sr Manager - Customer 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

Job Title: Contact Center Operations Manager (Networks)

Experience

10+ years (Enterprise Environment)

Location: Client Premises Onsite (Mantri Viman Nagar)

Role Overview

We are seeking an experienced Contact Center Operations Manager to lead and manage enterprise-scale network operations. The role requires strong technical expertise in SD-WAN , NAC and Firewall technologies, along with proven leadership in handling L2/L3 teams, critical incidents, and compliance-driven activities.

Key Responsibilities

• Lead and manage L2 and L3 operations teams supporting contact center and enterprise network environments
• Act as the primary owner for major incident/event management, ensuring timely resolution and minimal business impact
• Oversee and drive compliance activities, including:
• Device hardening schedules
• Backup and restore processes
• Failover readiness and testing
• Creation and tracking of compliance calendars
• Manage and optimize SD-WAN and Firewall infrastructure across the enterprise
• Front-end customer interactions, including technical discussions, escalations, and stakeholder communication
• Prepare and present Monthly and Quarterly Business Reviews (MBR/QBR) with detailed performance insights
• Ensure adherence to SLAs, KPIs, and regulatory requirements
• Drive continuous improvement initiatives in operations, automation, and service delivery

Required Skills & Expertise

• Strong knowledge of SD-WAN technologies (e.g., Fortinet, Cisco, VMware, etc.)
• In depth knowledge of Firewall technologies (e.g., FortiGate, Palo Alto, Check Point) and NAC (Cisco ISE)
• Proven experience in managing enterprise network operations and contact center environments
• Expertise in incident management, problem management, and change management
• Strong understanding of network security compliance and governance
• Excellent stakeholder management and communication skills
• Experience in preparing executive-level presentations and reports

Key Competencies

• Leadership & Team Management
• Crisis & Incident Handling
• Customer Engagement
• Strategic Thinking
• Attention to Detail & Compliance Focus