About The Company
Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
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.
Manage Technical Support team (helpdesk) and operations of escalation desk/tickets for all issues.
Review L2/L3 incidents/requests and ensure resolution efficiency to ensure smooth operation and maintenance of application component
Ability to quickly & effectively do a RCA for production issues
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.
