Manager - Customer Service Operations

About the CompanyTata Communications builds the next generation of connected experiences by combining cloud, mobility, IoT, collaboration, security, media, and network services. The organization focuses on creating a more intelligent communications world through innovation and connectivity.Role OverviewThis position is for a Cloud FinOps Lead / Manager with solid cloud operations experience. The role is centered on financial governance, operational reliability, and cloud cost efficiency across AWS, Azure, and GCP platforms. It blends FinOps with cloud operations and DevOps/SRE practices to support dependable, scalable, and cost-conscious cloud environments.Key ResponsibilitiesTrack, evaluate, and optimize cloud spending across AWS, Azure, and/or GCP.Identify savings opportunities through rightsizing of compute and storage, reserved commitments, spot/preemptible usage, and automated scheduling.Create and maintain tagging standards to improve cost attribution.Set up chargeback and showback models.Promote ongoing cost reduction efforts with engineering teams.Oversee L2/L3 cloud operations for production systems end to end.Maintain high availability, performance, and scalability of cloud workloads.Manage incidents, problems, and changes in line with ITIL practices.Lead troubleshooting and root cause analysis for incidents, outages, and performance degradation.Assist with capacity planning and optimization of resource usage.Build and mature FinOps practices aligned to the Inform, Optimize, and Operate framework.Define cloud governance policies, budget controls, guardrails, and approval workflows for provisioning.Encourage cost ownership across engineering, business, and product teams.Expand FinOps adoption across multiple business units.Implement observability and monitoring using AWS CloudWatch, Azure Monitor, GCP Operations Suite, Prometheus, Grafana, Datadog, or similar tools.Connect infrastructure performance data with cloud cost patterns.Set alerts for cost spikes, resource underuse/overuse, and service performance issues.Develop dashboards that combine operational and financial metrics.Embed FinOps into CI/CD and DevOps workflows.Support automation for auto-scaling, auto-healing, and auto-shutdown controls.Standardize processes to improve operational efficiency through automation.Prepare cloud budgets and forecasts, and analyze gaps between planned and actual spend.Explain cost drivers and highlight optimization possibilities.Align capacity planning with business growth and forecasted spending.Support finance teams with cloud cost inputs during planning cycles.Ensure cloud usage follows governance and compliance requirements.Apply guardrails for secure and efficient deployments.Work with security teams on cost-effective security design.Review cloud usage and spend through audits.Partner with cloud engineering, finance, procurement, product, and business stakeholders.Present operational, financial, and performance insights to leadership.Coach and support junior FinOps and CloudOps team members.Drive alignment across functions on cost efficiency and operational excellence goals.Experience and QualificationsThe role calls for 7 to 10 years of overall IT experience, including more than 3 to 5 years in Cloud FinOps, cloud cost management, and cloud operations. Experience managing large-scale production cloud environments is required, and exposure to multi-cloud setups is preferred.Cloud Operations ExpertisePractical experience with compute platforms such as EC2, VMs, and Kubernetes on AKS, EKS, or GKE.Hands-on knowledge of storage services including S3, Azure Blob, and persistent disks.Working knowledge of networking components such as VPC/VNet, load balancers, DNS, VPN, and firewalls.Experience in incident and problem management.Ability to perform root cause analysis.Capability in capacity and performance management.Exposure to backup and disaster recovery planning.FinOps and Financial SkillsStrong understanding of the FinOps lifecycle: Inform, Optimize, Operate.Experience with budgeting, forecasting, cost allocation, and tagging.Knowledge of unit economics such as cost per user, transaction, or service.Ability to apply cost optimization methods and financial modeling.Technical SkillsCloud platforms: AWS, Azure, and GCP.Cost management tools such as AWS Cost Explorer, Savings Plans, Azure Cost Management, Azure Advisor, and GCP billing tools.FinOps platforms like Apptio Cloudability, CloudHealth, and Flexera are a plus.Monitoring tools including CloudWatch, Azure Monitor, Prometheus, and Grafana.Infrastructure automation tools such as Terraform and CloudFormation.Scripting skills in Python and PowerShell.Soft SkillsExcellent communication and stakeholder management abilities.Ability to convert technical metrics into business and financial insights.Strong analytical and problem-solving approach.Leadership and mentoring skills.Preferred CertificationsFinOps Certified Practitioner or Professional.AWS, Azure, or GCP architect certification.ITIL Foundation certification for operations alignment.Key Performance IndicatorsReduction achieved in cloud spend through optimization.Accuracy of cloud budgets and forecasts against actuals.Compliance with SLA and SLO targets.Mean time to resolution for incidents.Percentage of cloud operations tasks automated.Rate of FinOps adoption across teams.LocationPune Division, Maharashtra, India.Additional InformationThis role combines operational ownership with financial accountability for cloud environments. Success in the position depends on close coordination with engineering, finance, procurement, and business teams, along with a strong focus on governance, automation, and measurable efficiency improvements.