Sr Customer Service Executive - Media Enabled Services Tata Communications

3.0 - 7.0 years

0 Lacs

chennai, tamil nadu

On-site

The L2 Engineer is responsible for handling customer escalations, monitoring, troubleshooting, and resolving any issues that affect the availability and quality of content delivered through TATA's global network. You will need investigative and troubleshooting skills to identify, isolate, and resolve routine issues. Collaboration with multiple technical teams is crucial to ensure that problems are resolved quickly and efficiently. An ideal candidate will be team-oriented and possess strong technical, communication, and organizational skills in a fast-paced and dynamic environment. Hands-on experience in a service-oriented organization, particularly within a Linux operations center, is preferred. Most importantly, the right individual will have a proven track record of being creative and flexible, demonstrating a strong work ethic, and enjoying the challenge of solving technical issues, as well as possessing solid knowledge of both Windows and Linux systems. Responsibilities include demonstrating exceptional leadership qualities as a shift lead, utilizing NOC-related tools and monitoring applications, communicating with customers regarding escalations, coordinating with internal groups to report or resolve system-related or network issues, tracking and documenting daily work tasks and issues, reviewing tickets to ensure quality resolutions are provided to customers on time, providing customer support, and monitoring a network environment. Experience in advanced Linux and Windows operating systems is required. Red Hat, Windows, or Cloud certifications are a plus. A strong understanding of TCP/IP and various Internet protocols, along with tools such as Ping, Traceroute, NS Lookup, DIG, and Netstat is essential. Familiarity with package management tools like Yum and RPM, as well as configuration management tools such as Puppet, is beneficial. Experience with VMware, KVM, and cloud platforms is appreciated. Knowledge of server monitoring tools, including Nagios and Grafana, is necessary. Proficiency in remote access software, including SSH, Rsync, Rclone, FTP, and Telnet is required. Familiarity with media and video technologies is a plus, and experience with Content Delivery Networks (CDN) is appreciated. Knowledge of technologies such as Varnish, Nginx, Samba, NFS, and NAS storage solutions is beneficial. Exceptional interpersonal and communication skills, along with strong initiative and leadership capabilities, are also essential. Effective analytical, planning, organizational, and documentation skills are required for this role.,

Posted 4 days ago

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