Service Support Lead

About the Role

Tata Communications is seeking a Service Support Lead to join their team in Riyadh, Saudi Arabia. This full-time position is critical for ensuring operational excellence and effective service delivery across various technical environments. The role requires 5-10 years of experience in a relevant field.

Role Purpose

The primary purpose of this role is to lead the Service Support function. This involves overseeing effective incident management, fulfilling service requests, maintaining clear customer communication, ensuring compliance with Service Level Agreements (SLAs), and driving operational excellence. The scope covers Data Center, Connectivity, Subsea, and Managed Services environments.

Key Responsibilities

• Lead 24x7 Service Support operations and manage support teams.
• Oversee processes for incident, request, escalation, and complaint handling.
• Ensure the achievement of SLA/KPI targets and maintain high customer satisfaction.
• Serve as the primary escalation point for all service-related issues.
• Coordinate with NOC, Data Center, Subsea, and Engineering teams to ensure timely resolution of issues.
• Manage major incident communications and stakeholder engagement.
• Conduct governance reviews, prepare service reports, and implement continuous improvement initiatives.
• Support activities related to onboarding, knowledge management, and team development.
• Ensure strict adherence to ITIL processes and operational best practices.

Qualifications and Experience

• A minimum of 5 to 10 years of experience in a service support or related leadership role.
• Demonstrated experience in managing 24x7 operations.
• Proficiency in ITIL processes and best practices.
• Proven ability to manage incidents, requests, and escalations effectively.

Work Environment and Location

This is a full-time position based in Riyadh, Saudi Arabia. The role involves leading a 24x7 Service Support operation, requiring a commitment to maintaining continuous service availability and support.

Application Process

Candidates who meet the specified qualifications and are prepared to take on this leadership role are encouraged to apply.