Job Description
2-8 years of total experience in service desk operation or in IT in a Shared Services operations Support.
Provide technical advice on L1 Incidents or Requests across 1 or more specialized areas of Portal/application, proactively enhance system capacity and asset type with the objective of ensuring efficient operations of applications and meet customer needs.
Involved in proactive & reactive Application & performance monitoring & troubleshooting in co-ordination with system admins and respective support teams.
Ability to understand troubleshooting scripts & tools, quickly decipher application & OS logs.
Easily co-relate logs, admin console outputs, OS processes, OS tools, DB tools, etc.
Ability to understand in web languages such as PHP, Java, REST/SOAP JSON/XML should have some experience using infrastructure automation tools like Puppet, Jenkins
Knowledge on Jira, Service now, Power BI and Qlik Sense is highly desirable.
Educational Qualification :IT/Telecom Engineers with the following Skills:
Knowledge any / multiple of the following is desirable:
Docker
Kubernetes
Microservices
Key cloak
API
Angular JS
Linux
HTML
Portal/Application Support & Telco experience is a plus
Accountabilities :
Ensure efficient and effective technical customer service as per SLAs.
2.
Manage Technical Support team (helpdesk) and operations of escalation desk/tickets for all issues.
3.
Review L2/L3 incidents/requests and ensure resolution efficiency to ensure smooth operation and maintenance of application component
4.
Ability to quickly & effectively do a RCA for production issues
5.
Driving Automation, AI and digital transformation Initiatives within Service Desk team and in alignment with Organization Goals.
KPI :
Adhere to Run book Steps for Issue Resolution.
Adhere to SLA
Interact with stakeholders inside and complete end to end resolution of tickets raised by Customers.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.
