Assistant Manager - Global Service Operations

About Tata Communications

Tata Communications is driving innovation and intelligence in connectivity through Cloud, Mobility, Internet of Things, Collaboration, Security, Media services, and Network services. They are creating a pioneering communications ecosystem for the future.

Position Summary

The Assistant Manager in Global Service Operations is tasked with overseeing the end-to-end management of critical incidents to enable swift recovery from significant IT or business disruptions. This position involves coordinating multiple technical teams, maintaining communication with internal stakeholders and clients, and driving continuous advancements in incident management procedures.

Key Responsibilities

• Monitor incident queues for Priority 1 (P1) and escalated cases, ensuring incidents are handled per defined major incident protocols and ITIL standards.
• Manage priorities, scope, and incident lifecycle activities adhering to Standard Operating Procedures (SOPs).
• Conduct impact assessments considering business influence, number of users or sites affected, and criticality to declare major incidents or P1 status.
• Promptly escalate issues to responsible support teams, initiate or join customer bridges for P1 events, and lead these incident calls.
• Serve as the single coordination point for communications, maintain turnaround times for updates, and provide clear, consistent notifications to senior management and customers about outages and estimated resolution times.
• Facilitate collaboration across cross-functional support teams, organize bridge calls, and ensure priority-driven incident resolution by escalation as needed.
• Document impact analyses, maintain real-time logs and key event records, identify action owners, and provide SLA-based progress notifications to customers and internal teams.
• Lead or contribute to Post-Incident Reviews (PIR) and Root Cause Analysis (RCA), identify root causes, define corrective and preventive measures, track action closure, and initiate problem management activities when warranted.