Tata Communications Global Service Operations Team is the single point of contact and owner of all Service Assurance issues for Managed Customers they are responsible for. Customer Service Engineers have the prime responsibility to identify, receive, track, escalate and close all Customers incidents, changes and requests, delivering superior customer service, 24 hours a day, and 365 days a year.
The resource will be responsible for providing L3 support for the technical escalations. The Engineer will have to provide operational support to multiple environments using multiple Vendor technologies and enabling the smooth running of the network estate.
Functions:
- Own technical escalations for the incidents and drive it till resolution
- Coordinate and participate in troubleshooting efforts between Cross Functional teams, vendors & customers
- Acknowledge escalation, Isolate faults, manage and resolve incidents
- Escalate to resolve incidents within SLA
- Support IM in major incidents
- Perform Root Cause Analysis on the incident and ensure the issue is permanently fixed to avoid repetition
- Upskill service desk by delivering training, breakout sessions or on the job guidance
- Manage and Implement all type of Customer changes following Change Management Process
- Participation in the on-call rota
- Support CSA for Gold/Gold+ customers
II) Person Specification:
a) Essential Qualifications:
Bachelor's Degree in Electronics, Telecommunications or Equivalent
b) Requisite Skills:
- 6+ years of experience in network and SD WAN (Versa); preferably for a service provider
- Education: Graduate BE or B. Tech
- CCNP or equivalent certification in network and SD WAN
- 3 years of experience in SD WAN only.
- Excellent oral and written communication skills
- Professional level understanding and experience on the routing & switching technologies
- Sound knowledge on MPLS
- Understanding and hands on experience on SDWAN deployment & support
- Understanding of security, firewall, proxy, Knowledge on scripting (PERL/Python) is a plus
- Ability to communicate effectively and build relationships with customers and cross functional teams
- Team player with good listening skills
- Very Strong customer focus
- Pays attention to details, has rigorous coordination skills and is result focused
- Should be able to work effectively under pressure
- Proficient with Microsoft Office Suite
- Very good aptitude for problem solving and good analysis skills
- Has ability to learn new technologies & concepts and has capacity to take initiatives
