About Times InternetAt Times Internet, we create premium digital products that simplify and enhance the lives of millions. As India’s largest digital products company, we have a significant presence across a wide range of categories, including News, Sports, Fintech, and Enterprise solutions.Our portfolio features market-leading and iconic brands such as TOI, ET, NBT, Cricbuzz, Times Prime, Times Card, Indiatimes, Whatshot, Abound, Willow TV, Techgig and Times Mobile among many more. Each of these products is crafted to enrich your experiences and bring you closer to your interests and aspirations.As an equal opportunity employer, Times Internet strongly promotes inclusivity and diversity. We are proud to have achieved overall gender pay parity in 2018, verified by an independent audit conducted by Aon Hewitt.We are driven by the excitement of new possibilities and are committed to bringing innovative products, ideas, and technologies to help people make the most of every day. Join us and take us to the next level!About the Business UnitTimes Mobile is a pioneering CPaaS (Communication Platform as a Service) company dedicated to revolutionizing business communication. Our suite of products centers around SMS, WABA (WhatsApp Business API), emails, OBD and more, offering businesses powerful tools to engage customers effectively. With a focus on innovation and efficiency, we enable organizations to streamline their communication processes and enhance customer relationships.About the RoleLooking for a Technical Operations Manager with experience in handling Communication/CPaaS platform services .i.e SMS, Voice, Email, Whatsapp, IP Message, chatbot etc. The candidate will be part of a talented TechOps team that works on providing a high-performing, scalable, enterprise-grade bulk Platform/Services.Work ResponsibilitiesHandling and managing all aspects of customer onboarding -Integrations, technical escalations/resolutions, reporting & MIS requirements.Giving platform & service demos to the Enterprise clientsUnderstand client requirements and consult Tech for tailor made solutionResolve customer complaints and providing a roadmap for permanent solutionsManage relationship with clients to maintain overall customer health and growthRegular Interaction with customers, service vendors, internal engineering & product teamsAttending client meetings for technical data/report presentations and briefingsServices performance monitoring and providing an excellent and consistent customer service experience to the clientsCoordinate with vendors for services and drive operational efficiency.Skills, Experience & ExpertiseShould have excellent communication & Presentation skillsShould have experience in handling large enterprise customers directlyShould have excellent knowledge of cPaaS solutions, especially the various protocols in SMS, RCS, IVR/OBD, WhatsApp business Messaging, Conversational messaging, chatbot etcShould be proficient in MS-Excel. Good understanding of Linux commands & SQL queriesExcellent Understanding of Rest APIs Architecture and PostMan usageShould have fair knowledge of cloud telephony & IVR Ecosystem functioningDesired - Understanding of Marketing engagement/Customer engagement tools & third party Integrations ex. With CleverTap, Salesforce..etcEligibilityMinimum 4 years of hands-on experience in communication services & handling tech integrations for messaging services- SMS,IVR,Email,Whatsapp & conversational chatbots solutions.
Job Title
Technical Account Manager