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 Communicationsseeking a highly motivated and experienced Project Manager - Technical account manager. In this customer-facing role, candidate will be responsible for overseeing the successful delivery and services assurance support lifecycle for services (Managed Hosting - cloud, Microsoft End user service, Managed security services, Managed connectivity like MPLS, ILL etc)) offered to end customer directly at our client's locations. You will be the primary point of contact for our clients, ensuring enhanced customer experience.
Responsibilities
- Serve as the primary technical client contact and advocate for day to day and escalated issues and requests
- Ensuring satisfaction through proactive communication, issue resolution, and regular engagement (status calls, QBRs, documentation).
- Safeguard existing revenue streams while identifying and driving new business opportunities within accounts through strategic collaboration with sales teams.
- Lead key initiatives like DC-DR drills and post-deployment handovers, manage service improvement plans, and *ensure timely delivery of customer project milestones.
- Collaborate with internal teams and subject matter experts to align on project goals, optimize customer investments, and provide leadership across business units.
Track capacity, risks, and service improvements; maintain related trackers; and provide regular account status updates to senior management and stakeholders.
- Understanding of POA & Leading Major activity e.g. DC – DR drill, Handover post deployment
- Regularly phase out Service Improvement plans (Technical & Process) to customer & maintain a related tracker
- Should also be able to drive related Customer Project deliverables.
Monitoring, managing, and administering the monetary terms of SLAs and other billing related aspects.
- Provide the relevant reports including real time as well as past data/information/reports for the department to validate the billing and SLA related penalties. The reports shall consist (not limited to) of:
- Summary of resolved unresolved and escalated issues / complaints.
- Logs of backup and restoration undertaken reports.
- Component wise Virtual machines availability and resource utilization reports.
- Consolidated SLA / Non- conformance reports. (Detailed Daily, Weekly, Monthly Progress Report)
- Clarity on SOP of Operations and Monitoring.
- Should be able to do customer Architectural review
- Would need to work from Office or customer location (Mumbai)
- Tracking Inventory including licenses.
- SLA reconciliation and resolving associated billing disputes.
- Support, Revenue enhancement through accelerated deliveries.
Desired Skill sets & requirement
B.E./B.Tech/ MCA ( profile expects min 12-15 yrs of experience in which 10+ yrs experience requested for PM )
In managing and implementing large multilocation IT Network ProjectsExperience of implementing end to end Projects in PSU/ Government Bodies/ Autonomous Organizations (Under any Indian Government law) in India.Certifications: PMP / Prince2 Certification (If certified better).Technical Certification: Vmware, Openstack, Operating System
- Proficient in Windows/Linux systems and virtualization technologies with strong technical understanding of Linux OS, storage, Network and backup solutions.
- Experienced in public and private cloud environments, with exposure to firewalls, proxies, IDS/IPS, SIEM, DDoS protection, and Zscaler.
- Familiar with MPLS, and ILL, ensuring robust enterprise connectivity and communication.
- Familiar with InfoSec trends, enabling effective positioning of security solutions for customers.
Strong analytical mindset with proven ability to troubleshoot and resolve complex technical issues efficiently.
Excellent logical reasoning to assess technical issues.
- Capacity Management for customer infrastructure and services.
- Risk Identification and tracking for Customer infra
- Leading customer calls and getting into conclusion on the purpose of the call.
- Ability to audit customer infrastructure and suggest improvements.
- Ability to forecast churn and upgrades for account base.
- Ability to tailor message formats and contents to the audience and get heard.
- Ability to manage multiple initiatives simultaneously.
- Comfortable dealing with complex customer relationships, decision processes and competing agendas
- Ability to travel for customer meeting/service reviews or Resident On site at Customer Place
- The standard working hours are from 09:30 am to 06:30 pm, Flexibility may be required to accommodate project deadlines.
