Sr Engineer - Global Customer Service Operations

Role overview

Sr Engineer - Global Customer Service Operations at Tata Communications

Timely upgradation of all the network events, V5 assure monitoring and tickets handling.

Broad outline of the Role The role is responsible for managing customer queries and operations.

Responsibilities

• Maintaining, administering, upgrading, and troubleshooting network tools and equipment Assisting with and implementing installations as required for new and existing customer and internal projects inclusive of terminations, testing and labelling of most common transmission mediums, hardware installations etc.
• Ensure SLA are achieved and no customer SLA claim due to our negligence and delays.
• Compile and track all events on daily basis, 24 hrs mail reading before handover and smooth handover of work post shift completion All reports required to be timely send and with 100% accuracy.
• No tickets to cross TAT and timely with quality RFO.
• Daily reviews calls and service provider calls to be managed.
• Other Knowledge & Skills Demonstration of problem-solving skills Prior experience of providing customer service support in fast paced, high availability, 24X7 environments.
• Maintain awareness of latest technologies in the domain
• Taking ownership of customer issues reported, solving their problems through by providing resolution.
• Researching, diagnosing, troubleshooting, identifying solutions to resolve system or application issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams Ensure SLA are achieved and work proactively to maintain the same.
• 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

Required qualifications

• Minimum Qualifications & Experience Graduate with 2-4 years of experience Other Knowledge & Skills voip, sip trunking, sonus sbc or sonus session border controller, project management or program management, escalation management or troubleshooting Demonstration of problem-solving skills Knowledge of VoIP, sip trunking, Sonus sbc or sonus session border controller.

Employment details

• Location: Pune [Maharashtra] [India]

Additional role details

• This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes.
• Planned Event notifications Prior experience in providing technical support in fast paced, high availability, 24X7 environments.
• Knowledge of change management, escalation management or troubleshooting process, every 30-45 minutes update to the internal and external customers