Assistant Manager - Global Customer Service Operations

Role overview

Assistant Manager - Global Customer Service Operations at Tata Communications

Manage day-to-day operations of Cisco Meraki SD-WAN infrastructure.

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

Responsibilities

• Maintain awareness of latest technologies in the domain
• Monitor WAN links, VPN tunnels, and network health.
• Troubleshoot & provide resolution on SD-WAN routing, performance, and connectivity issues Administer Cisco Catalyst switches across LAN environments.
• Configure and support VLANs, STP, EtherChannel, and routing protocols.
• Perform switch provisioning, firmware upgrades, and hardware replacement.
• Manage enterprise wireless networks and access points.
• Troubleshoot wireless connectivity, roaming, and authentication issues.
• Configure SSIDs, wireless security policies, and guest access.
• Support Zscaler ZIA and ZPA operations.
• Troubleshoot internet browsing, application access, and policy issues.
• Manage URL filtering, access control, and security policies.
• Monitor network and security alerts using management tools.
• Handle incidents and service requests within SLA timelines.
• Perform root cause analysis (RCA) for major incidents.
• Execute network changes as per change management process.
• Prepare implementation and rollback plans for network changes.
• Key Skills Cisco Meraki SD-WAN Cisco Catalyst Switches Routing Protocols: BGP, OSPF, EIGRP VLAN, STP, HSRP, EtherChannel Wireless LAN technologies (802.11 standards) Zscaler ZIA and ZPA DNS, DHCP, NAT, VPN Strong analytical and troubleshooting skills Customer-focused approach Incident and change management Excellent communication and stakeholder management Ability to work in 24x7 support environment Experience 5-8 years of experience in Network Operations.
• Hands-on experience with Cisco Meraki, Catalyst Switching, Wireless LAN, and Zscaler technologies.
• Experience working in Enterprise or Managed Services environment.
• 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 5-9 years of experience Other Knowledge & Skills Demonstration of problem-solving skills Prior experience of providing customer service support in fast paced, high availability, 24X7 environments.

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.