Manager - Global Service Operations
Tata Communications
Date: 3 weeks ago
City: Pune, Maharashtra
Contract type: Full time
About The Company
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
Position Description Summary
I) Position Summary:
TATA Communications Service Operations Centre is the single point of contact for all customers of
the International SOC division. Customer Service Engineers have the prime responsibility to
receive, troubleshoot , resolve , escalate and close Customers incidents and requests, delivering
superior customer service, Singapore business hours.
Functions
Understanding the customer issue /requirement and capture in ticket/system
Support the desk to resolve the issues
Troubleshoot to isolate and resolve the level 3 incidents/queries
Escalate to next level or partner to resolve incidents within SLA
Review and perform the impact analysis for changes , execute the changes complex
followed with post check
Participate in technical and design discussion with customer and Solution
Training and upskilling L2 team members
Coordinate and participate in troubleshooting efforts between departments and vendors
Manage and monitor Planned Maintenance
II) Person Specification
CCNP/CCIE certification and similar level SDWAN (Versa/Fortinet /Viptela) certification
Any Basic security (Zscaler/Fortinet) -related certification is a plus.
In depth Knowledge of IP addressing, routing protocol (BGP, OSPF etc )
In-depth Knowledge of VPN /IPsec technology
Understanding of security, firewall, the proxy is a plus (Fortinet/Zscaler/Paul Alto etc.)
knowledge of OSI layer and Layer 1/2 technology (xDSL, Ethernet, leased lines, wireless)
Strong customer focus
Excellent oral and written communication skills, team player, good listening skills
Coordination skills and result-focused, requires push and escalate
Work effectively under pressure
Proficient with Microsoft Office Suite
Excellent aptitude for problem-solving and good analysis skills
Ability to learn, autonomy, the capacity of initiative
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
Position Description Summary
I) Position Summary:
TATA Communications Service Operations Centre is the single point of contact for all customers of
the International SOC division. Customer Service Engineers have the prime responsibility to
receive, troubleshoot , resolve , escalate and close Customers incidents and requests, delivering
superior customer service, Singapore business hours.
Functions
Understanding the customer issue /requirement and capture in ticket/system
Support the desk to resolve the issues
Troubleshoot to isolate and resolve the level 3 incidents/queries
Escalate to next level or partner to resolve incidents within SLA
Review and perform the impact analysis for changes , execute the changes complex
followed with post check
Participate in technical and design discussion with customer and Solution
Training and upskilling L2 team members
Coordinate and participate in troubleshooting efforts between departments and vendors
Manage and monitor Planned Maintenance
II) Person Specification
- Essential Qualifications: Bachelor's Degree in Computer , Electronics, Telecommunications
- Requisite Skills:
CCNP/CCIE certification and similar level SDWAN (Versa/Fortinet /Viptela) certification
Any Basic security (Zscaler/Fortinet) -related certification is a plus.
In depth Knowledge of IP addressing, routing protocol (BGP, OSPF etc )
In-depth Knowledge of VPN /IPsec technology
Understanding of security, firewall, the proxy is a plus (Fortinet/Zscaler/Paul Alto etc.)
knowledge of OSI layer and Layer 1/2 technology (xDSL, Ethernet, leased lines, wireless)
Strong customer focus
Excellent oral and written communication skills, team player, good listening skills
Coordination skills and result-focused, requires push and escalate
Work effectively under pressure
Proficient with Microsoft Office Suite
Excellent aptitude for problem-solving and good analysis skills
Ability to learn, autonomy, the capacity of initiative
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