Sr Engineer - Global Customer Service Operations

Role overview

Sr Engineer - Global Customer Service Operations at Tata Communications

The role is responsible for managing customer queries and operations.

Broad outline of the Role Enterprise Voice Specialist (L2) Role Title: 24x7 Rotating Schedule

This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes.

Responsibilities Taking ownership of customer issues reported, solving their problems through by providing resolution.

Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams Ensure SLA are achieved & work proactively to maintain the same.

Strong knowledge and troubleshooting capability with: Microsoft Teams Voice administration.

Proactively monitor and respond to alerts from the devices o AudioCodes SBCs (configuration & troubleshooting).

Troubleshoot Microsoft Teams physical phones, including device sign-in issues, firmware updates, provisioning, and device lifecycle management.

Direct Routing, SIP trunk, call flows, routing plans.

SIP protocol and media negotiation.

Familiarity with Microsoft Entra ID (Azure AD) and Intune for identity, access, and device management.

Minimum Qualifications & Experience Graduate with 2-5 years of experience in Microsoft Teams Voice administration.

Other Knowledge & Skills Demonstration of problem-solving skills Prior experience in providing technical support in fast paced, high availability, 24X7 environments.

Knowledge of network, operation systems

Responsibilities

• Troubleshoot and resolve issues across the Microsoft Teams enterprise voice and telephony ecosystem.
• Perform detailed incident triage and root-cause isolation, including packet-level and code/log-level audio analysis.
• Actively engage in global team environment, confidently raising concerns, highlighting trends or recurring issues, and clearly defining problems and impacts to drive timely resolution.
• Manage support tickets with third-party vendors (Microsoft, telecom carriers, AudioCodes, etc.) and ensure timely resolution.
• Follow Customer-provided Standard Operating Procedures (SOPs) and internal operational guidelines.
• Support continuous improvement initiatives to enhance system reliability and performance .
• 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

Employment details

• Location: Pune [Maharashtra] [India]