Assistant Manager - Customer Service Operations

About The Company

TSC 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

Job Description

• Responsible for Managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in respective areas of Network/SDWAN/Cloud & security/Unified Collaboration/Mobility & IoT/other domains. The role acts as a conduit between customers and other teams such as engineering, architecture etc. for any issue resolution. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles.
  
  

Responsibilities

v Installing and configuring CISCO/Versa/Fortiner/ Lavelle SD-WAN Routers

v Installing and Configuring a Network Installing, Configuring and operates routed LAN & routed WAN Configuring IP, BGP, OSPF, RIP, IGRP, EIGRP.

v Creating users, groups and setting up policy for a user's and groups.

v Configuration and Troubleshooting of Cisco Switching protocols (RSTP, PVST) Perform data backups and disaster recovery operation.

v Analysis of LAN network/SD-WAN to determine network performance problems. Provided solutions and documentation.

v Configuration and Troubleshooting of VLAN, VTP, VDC, VPC for Cisco switches, IOS upgrading of routers and switches.

v Carrying out DR (Disaster Recovery) test for both connectivity and devices for every month

v Investigating, diagnosing, and resolving all network issues by coordinating with users.

v Replacing the network hardware in case of failures and upgradation.

v Deploying Cisco Routers and Switches as per the project requirement.

v Coordinating with ISP vendors in case of link failure

v Network connectivity troubleshooting

v In-Depth Knowledge on Routing and Switching Protocols.

v Experience in Deploying and Managing Cisco Viptela based SDWAN Infrastructure.

v Deep understanding of the functionality and operations of Viptela SDWAN Components (vBond,vSmart,vManage). Versa Components – Versa Director, Versa Concerto, Versa Analytics, Versa Titan

v Understanding of Overlay and Underlay concepts.

v Experience in creating/Modifying Configuration templates in Cisco SDWAN.

v In-Depth Understand of Switching Protocols like VLAN, STP, Aggregation etc.

v Experience in packet tracer tools like Wireshark etc.

v Clear understanding of TCP/IP

v Experience in handling routing platforms like. ASR and ISR series Cisco routers.

v Responsible for managing/monitoring/troubleshooting the SDWAN, FMC and Network Infrastructure in the DC, DR and branch locations.

v Responsible for Coordinating with the OEM to resolve P1 issues.

v All IT assets irrespective of installed or third-party vendor installed, the engineer support must be provided by the resources as vendor management.

v Responsible for work on Vulnerability component

v Major Incident Handling

ü Lead the response and resolution efforts for major incidents impacting network services.

ü Coordinate with technical teams, stakeholders, and vendors to minimize downtime and restore services.

ü Conduct post-incident reviews and implement preventive measures.

v Business Continuity Planning (BCP)

ü Develop and maintain business continuity plans for network operations.

ü Identify critical network components and implement redundancy measures.

ü Conduct regular drills and tests to ensure readiness for potential disruptions.

v Ticketing And Reporting

ü Oversee the ticketing system and ensure timely and accurate ticket resolution.

ü Analyze ticket data to identify trends, recurring issues, and opportunities for improvement.

Generate reports on network performance, incidents, and service-level agreements (SLAs).