Assistant Manager - Managed
Services Operations - 13001
Date: 28-Jul-2020
Location: Chennai, India
Company: Tata Communications
Job
Family Descriptor
Responsible
for planning for new product/service roll out or enhancement of existing
offerings, operations and maintenance in Managed Hosting, Data Centre, Managed
Security Services, Infrastructure Managed Services in consultation with the
Products, Sales and Engineering teams with the objective of delivering
effective solutions to meet customer requirements; minimizing cost of service
operations by driving efficiency, scalability, quality and consistency, smooth
implementation and minimum downtime of infrastructure. Discuss customer
requirement, feasibility and operational aspect of proposed solution and
service schedules with Sales Engineering team and analyze internal technical
capability to delivery solution. The team conducts financial planning, designs
solutions as per customer requirements, drives product engineering, delivery
and customer lifecycle management. Develops solution frameworks, methodology
and solutioning to drive standardization of repeat solutioning to ensure
reduction in operational cost. Also prepares plan for integration with existing
platforms and processes, identifies technology partners and outsourced partners
for implementation and roll out of product/service, defines service realization
and SOPs for Service Delivery and resolves escalated issues. Drive technical
deployment planning and implementation including installation of operating
system, provisioning, network configuration etc. and monitor implementation
success.
Level
Descriptor
Contribute
as an individual contributor for deployment of customer projects. Monitors and
manages service operations and service delivery as per agreed SLA and drives
certification and compliance to regulatory requirements. Provides inputs on
capacity planning and resources to supervisor for AOP. Liase with engineering
team to provide solutions.Engages with customers, project manager and Sales
team to understand customer requirement. May lead important projects that
require providing experienced project team members with instruction, guidance
and advice in all aspects of the project to ensure delivery of quality
outcomes. Able to independently resolve complex projects, issues, challenges
encountered. Operational role, responsible for delivering results that have
direct impact on the achievement of results within the job area and may also
impact a wider operational area. Capable of instructing professional or
technical staff and reviewing the quality of the work undertaken by these
roles.May lead/manage small teams for small projects. Capable of identifying
key issues and priorities and focusing on these to deliver required results
with minimal direction and supervision. Demonstrate a level of flexibility in
resolving problems/issues that at least to in-depth command of all techniques,
processes, tools and standards, within the relevant field of specialisation.
Able to identify problems and significantly improve, change or adapt existing
methods and techniques. Education : BTech or Diploma Experience : 4-7 years
with some experience in service operations
Purpose
- Broad objective of the role
a. Responsible for planning for new product/service roll out or
enhancement of existing offerings, operations and maintenance in Managed
Hosting, Data Centre, Managed Security Services, Infrastructure Managed
Services in consultation with the Products, Sales and Engineering teams with
the objective of delivering effective solutions to meet customer requirements;
minimizing cost of service operations by driving efficiency, scalability,
quality and consistency, smooth implementation and minimum downtime of infrastructure.
b. Discuss customer requirement, feasibility and operational aspect of
proposed solution and service schedules with Sales Engineering team and analyse
internal technical capability to delivery solution.
c. The team conducts financial planning, designs solutions as per customer
requirements, drives product engineering, delivery and customer lifecycle
management.
d. Develops solution frameworks, methodology and solutioning to drive
standardization of repeat solutioning to ensure reduction in operational cost.
Also prepares plan for integration with existing platforms and processes,
identifies technology partners and outsourced partners for implementation and
roll out of product/service, defines service realization and SOPs for Service
Delivery and resolves escalated issues.
e. Drive technical deployment planning and implementation including
installation of operating system, provisioning, network configuration etc. and
monitor implementation success.
Minimum
qualification & experience
Qualification: BTech/ MBA : 4-7 years with some
experience in service operations
Key
Responsibilities
a. Responsible for leading project teams and managing all activities in a
project life-cycle (initiation planning, executing/controlling, and closing)
with good understanding of multiple systems and line of businesses.
b. Monitors and manages service operations and service delivery as per
agreed SLA and drives certification and compliance to regulatory requirements.
c. Provides inputs on capacity planning and resources to supervisor for
AOP.
d. Liase with engineering team to provide solutions. Engages with
customers, project manager and Sales team to understand customer requirement.
e. May lead important projects that require providing experienced project
team members with instruction, guidance and advice in all aspects of the
project to ensure delivery of quality outcomes.
f. Able to independently resolve complex projects, issues, challenges
encountered.
g. Operational role, responsible for delivering results that have direct
impact on the achievement of results within the job area and may also impact a
wider operational area.
h. Capable of instructing professional or technical staff and reviewing
the quality of the work undertaken by these roles.
a. May lead/manage small teams for small projects.
Other
knowledge/skills
a. Capable of identifying key issues and priorities and focusing on these
to deliver required results with minimal direction and supervision.
b. Demonstrate a level of flexibility in resolving problems/issues that at
least to in-depth command of all techniques, processes, tools and standards,
within the relevant field of specialisation.
c. Able to identify problems and significantly improve, change or adapt
existing methods and techniques.
d. Interact with senior leadership and major stakeholders to establish
strategic plans and objectives for programs or projects in Infrastructure and
Data Center areas.
e. Consult with business partners to clarify and define complex project
requirements, budgets and business cases, including statements of work and
vendor management.
f. Implement program and project level processes, procedures, performance
metrics and status reporting, and identify improvements.
g. Lead business change initiatives across multiple lines of business for
the organization.
h. Should able to handle Managed Security projects like SIEM, Firewall
Migrations, 2FA, V Proxy, DDOS
Technical
Competencies
1. Mandatory Skills:
a. Good Technical knowledge in security products.
b. Advance knowledge of industry standard Project Management methodologies
like PMP
c. Sound understanding of Managed hosting, Security and Colo domains.
d. Managing program/project-related risks according to the Project
Management Policy
e. Excellent written and verbal communication skills
2. Desired Skills - CCNA switching & routing, CCNA security, AWS,
Azure, PRICNE 2/ PMP, ITIL V3 foundation, Communication Skills
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