Engineer - Global Customer Service Operations

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

Broad outline of the Role
The role is responsible for managing customer queries and operations. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes.
Minimum Qualifications & Experience
Graduate with 0-4 years of experience

Should have Knowledge of Routing protocols such as BGP, OSPF

Basic knowledge of protocols such as SSH, TCP/IP, IPSEC

Knowledge of SDWAN concepts such as Controllers, analytics, Versa Director

Troubleshooting knowledge on routers of any OEM such as Cisco, Fortinet, Versa, Meraki

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




Key Responsibilities
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.