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Tata Communications
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Assistant Manager - Customer Service Operations

Assistant Manager - Customer Service Operations

Tata Communications

3 - 5 years

3 - 6 Lacs

Hyderabad

Posted:1 day ago| Platform:

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Skills Required

viptela sdwan routing switching protocols cisco routers tcp eigrp customer service rstp networking ipv stp wireshark vtp pvst vlan business continuity planning cisco switches customer queries troubleshooting network operations cisco

Work Mode

Work from Office

Job Type

Full Time

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. ResponsibilitiesvInstalling and configuringCISCO/Versa/Fortiner/Lavelle SD-WANRouters vInstallingandConfiguringaNetworkInstalling,Configuringandoperatesrouted LAN&routedWANConfiguringIP,BGP, OSPF, RIP,IGRP,EIGRP.vCreating users, groups and setting uppolicy for a user's andgroups.vConfigurationand Troubleshooting of Cisco Switching protocols (RSTP, PVST) Perform databackups and disaster recoveryoperation.vAnalysisofLANnetwork/SD-WANtodeterminenetworkperformanceproblems.Providedsolutionsand documentation.vConfigurationand Troubleshooting of VLAN, VTP, VDC, VPC for Cisco switches, IOS upgrading ofrouters andswitches.vCarrying out DR (Disaster Recovery) testfor both connectivity and devices for everymonthvInvestigating, diagnosing, and resolvingall network issues by coordinating withusers.vReplacing the network hardware in case offailures and upgradation.vDeploying Cisco Routers and Switches asper the projectrequirement.vCoordinating with ISP vendors in case oflinkfailurevNetwork connectivitytroubleshootingvIn-Depth Knowledge on Routing andSwitchingProtocols.vExperience in Deploying and ManagingCisco Viptela based SDWANInfrastructure.vDeepunderstanding of the functionality and operations of ViptelaSDWAN Components (vBond,vSmart,vManage).Versa Components Versa Director, Versa Concerto, Versa Analytics, Versa TitanvUnderstanding of Overlay and Underlayconcepts.vExperience in creating/ModifyingConfiguration templates in CiscoSDWAN.vIn-Depth Understand of SwitchingProtocols like VLAN, STP, Aggregationetc.vExperience in packet tracer tools likeWiresharketc.vClear understanding ofTCP/IPvExperience in handling routing platformslike. ASR and ISR series Ciscorouters.vResponsiblefor managing/monitoring/troubleshooting the SDWAN, FMC and NetworkInfrastructure in theDC, DR andbranchlocations.vResponsible for Coordinating with the OEMto resolve P1issues.vAllIT assets irrespective of installed or third-party vendor installed, theengineer support must be provided by the resources as vendormanagement.vResponsiblefor work on Vulnerability componentvMajorIncident Handling:Leadthe response and resolution efforts for major incidents impacting networkservices.Coordinatewith technical teams, stakeholders, and vendors to minimize downtime and restoreservices.Conductpost-incident reviews and implement preventive measures.vBusinessContinuity Planning (BCP):Developand maintain business continuity plans for network operations.Identifycritical network components and implement redundancy measures.Conductregular drills and tests to ensure readiness for potential disruptions.vTicketingand Reporting:Overseethe ticketing system and ensure timely and accurate ticket resolution.Analyzeticket data to identify trends, recurring issues, and opportunities forimprovement.Generate reports on network performance,incidents, and service-level agreements (SLAs).

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Assistant Manager - Customer Service Operations