Job Description
Job Description
Responsible for driving and monitoring a 24x7 customer facing team providing L1, L2 & L3 technical support in Network/SDWAN/Cloud & security/Unified Collaboration/Mobility & IoT/other domains with the objective of providing timely resolution to technical issues faced by customer & ensuring a good post-sales support experience to the customer. This is a tactical role which has a significant mid-term impact on business units overall results.
Responsibilities
Monitor and review resolution of customer issues by customer service operations team, analyse productivity and escalation of issues.
Incident management - assign incident manager for critical/escalated faults, manage all customer communication, work with internal stakeholders to ensure timely fault resolution.
Plan support needs for the customer ensure timely execution of service acceptance function & compliance with turnaround time (SAT)
Engage with customers, understand their expectations, gather transaction feedback, and ensure closures within the fault window.
Monitor spikes in escalation of tickets.
Devise mechanism to track all escalations & identify root cause of the escalations.
Identify improvement areas in terms of process, people, resources to avoid escalating situations & implement solutions.
Review of performance on a periodic basis and minimize recurrence of incidents basis the past trends.
Share timely feedback with engineering team on customer experience and major issues faced by them. Identify key problem segments and plan changes on a pro-active basis.
The role will lead a large team.
Desired Skill sets
Excellent customer handling ability.
Should have dealt with large team sizes.
Experience on building process efficiency
Expertise on implementation, installation, integration troubleshooting and overall functionalities.
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.
