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Job Description Residential Engineer
Role Overview
This position is responsible for ensuring high-quality service delivery, efficient issue resolution, and overall customer satisfaction. The role directly contributes to Service Assurance by managing customer incidents, minimizing downtime, and maintaining strong coordination with internal and external stakeholders. The individual is expected to handle technical troubleshooting, customer communication, and process improvements to enhance service performance.
Key Responsibilities
1. Technical Troubleshooting & Support
- Strong technical knowledge in IP networking, Transmission technologies, and Wi-Fi infrastructure.
- Perform first-level diagnosis and troubleshooting of network-related issues.
- Minimize service disruptions and ensure seamless connectivity.
2. Customer Communication & TAT Adherence
- Provide timely and accurate updates within defined TAT.
- Maintain clear and professional communication.
3. Coordination with Internal Teams
- Engage with NOC, Field Teams, and Engineering teams.
- Ensure smooth collaboration and faster issue resolution.
4. Customer Dependency Management
- Coordinate for access, approvals, and on-site support.
- Minimize delays due to dependencies.
5. Escalation Management
- Identify critical issues and escalate as per matrix.
- Ensure urgent handling of priority cases.
6. Certifications & Technical Capability
- CCNA certification preferred.
7. Customer Engagement & Review Calls
- Participate in service review meetings.
- Maintain transparency and ownership.
8. Process Improvement & Performance Monitoring
- Review processes and analyze performance.
- Suggest improvements for service enhancement.
9. Communication Skills
- Strong verbal and written communication.
- Ability to work with technical and non-technical stakeholders.
10. Learning & Development
- Continuously develop technical skills.
- Understand complex systems and best practices.
Key Competencies
- Problem-solving & analytical thinking
- Customer-centric approach
- Strong coordination & follow-up
- Ability to work under pressure
- Ownership and accountability
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.
Job ID: 149141939
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