Job Description
This role involves handling customer complaints for services on products like ILL, MPLS (L3VPN/L2VPN), SDWAN (Versa/Viptela/FortiGate), WIFI (EnGenius/Meraki/Mist), and MCC. It also requires a strong knowledge of NGFW and UTM security solutions. SME-level expertise is essential to address complex issues related to reachability, application performance, throughput, and degradation. This operational role is focused on delivering outcomes that directly impact day-to-day operations and improve customer satisfaction. Additionally, it requires an in-depth understanding of customer network solutions for the mentioned products to ensure quicker troubleshooting. Responsibilities 1. Provide support for managing incidents and escalations related to customer issues. 2. Manage customer queries, resolve issues, and ensure positive customer experience by offering Single Point of Contact (SPOC) support for critical and high revenue customers. 3. Collaborate with CFT teams to address escalations, monitor performance issues, and manage outages. 4. Preparing Root Cause Analysis (RCA) reports for complex and escalated cases and implementing Preventive Corrective Actions (PCA) to ensure complete resolution and customer satisfaction. 5. Supervise, provide technical trainings, and motivate team members to achieve business goals and provide high-quality customer service. 6. Participate in customer meetings to manage and address customer concerns, ensuring all pain points are tracked and resolved to closure. Desired Skill sets 1. Strong leadership and communication skills. 2. Good knowledge of troubleshooting on products such as ILL, MPLS (L3VPN/L2VPN), SDWAN (Versa/Viptela/FortiGate), WIFI (EnGenius/Meraki/Mist), and MCC. 3. Certifications - CCNP, Cisco Viptela/VERSA-VNX 300/NSE-5&7, Zscaler, EnGenius/Mist/Meraki. 4. Maintains awareness of the latest technologies in the domain.
About Company
Tata Communications is a digital ecosystem enabler that powers today’s fast-growing digital economy. We enable the digital transformation of enterprises globally, including 300 of the Fortune 500. We carry around 30% of the world’s internet routes and connects businesses to 60% of the world’s cloud giants.
We have been a part of the rich heritage of the internet in India. Over the last 25 years, enterprise-enabled services have been essential to the adoption of digital services in the country. Connectivity is an essential fabric of sustenance for the economy. We are committed to enabling Industry leaders in this New World of Communications™, with our unique promise of delivering secure connected digital experiences.
In 2020, we announced the launch of ‘Secure Connected Digital Experience’ (SCDx), a proposition intended to meet this growing, worldwide demand for new ways of operating, which includes far higher levels of working from home, rising security risks, a shift to digital commerce, and more contactless experiences. It will help companies currently relying on short-term fixes by providing holistic, secure, enterprise-level digital solutions that address current challenges and are fit for the long term.
