Assistant Manager - Global Service Operations Tata Communications Limited

0.0 years

0 Lacs

pune, maharashtra, india

On-site

Responsible for managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in Hybrid Network Services domain and voice platform. 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 Technical administration or troubleshooting to ensure the efficient functionality of the solution. Incident Validation, Incident Analysis, Solution recommendation Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions Act as a point of escalation for Level-1 customer service analysts Coordinate with IT teams on escalations, tracking, performance issues, and outages. Prepare Monthly Executive Summary Reports for managed clients and continuously improve their content and presentation. Provide recommendations in tuning and optimization of systems, processes, procedures, and policies. Maintain an inventory of the procedures used by the operations team and regularly evaluate the procedures and add, remove, and update the procedures as appropriate. Publish weekly reports and monthly reports on customer service operations activity. Team mentoring and skill development planning Desired Skill sets Good knowledge on implementation, installation, integration troubleshooting and overall functionalities Experience in troubleshooting platform related issues, data backup, restoration, retention Maintains awareness of latest technologies in the domain SONUS platform understanding , CPE and Voice gateway understanding and troubleshooting Different SBC hand on - Oracle , Audio code , SONUS , Cisco Cloud PBX and cloud solution understanding

Posted 1 week ago

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VoIP Engineer TIGI HR

3.0 - 7.0 years

0 Lacs

pune, maharashtra

On-site

You are a skilled Voice / VoIP Engineer with over 3 years of experience in SIP, VoIP protocols, and IP telephony. Your main responsibilities will include designing, implementing, and troubleshooting VoIP networks to ensure optimal voice quality and system performance. Your key responsibilities will involve configuring and managing IP-PBX, SIP trunking, and VoIP systems, resolving issues related to ASR, ACD, PDD, CLI, DTMF, codecs, and voice quality, performing packet trace (PCAP) and CDR analysis for diagnostics, handling fraud monitoring, SIP Trunk down, and voice escalations, as well as providing support to US clients with 24/7 availability. To excel in this role, you must possess a strong knowledge of TDM, VoIP, SIP, and network security, along with hands-on experience in voice gateways and cloud PBX. Additionally, excellent communication skills are a must-have for effective interaction with clients and team members.,

Posted 1 week ago

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