Manager - Global Service Operations

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 ofthe International SOC division. Customer Service Engineers have the prime responsibility toreceive, troubleshoot , resolve , escalate and close Customers incidents and requests, deliveringsuperior customer service, Singapore business hours.

Functions

Understanding the customer issue /requirement and capture in ticket/systemSupport the desk to resolve the issuesTroubleshoot to isolate and resolve the level 3 incidents/queriesEscalate to next level or partner to resolve incidents within SLAReview and perform the impact analysis for changes , execute the changes complexfollowed with post checkParticipate in technical and design discussion with customer and SolutionTraining and upskilling L2 team membersCoordinate and participate in troubleshooting efforts between departments and vendorsManage and monitor Planned Maintenance

II) Person Specification

• Essential Qualifications: Bachelor's Degree in Computer , Electronics, Telecommunications
• Requisite Skills:
  

6 to 8 years telecommunications experience, preferably for a service provider
CCNP/CCIE certification and similar level SDWAN (Versa/Fortinet /Viptela) certificationAny 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 technologyUnderstanding 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 focusExcellent oral and written communication skills, team player, good listening skillsCoordination skills and result-focused, requires push and escalateWork effectively under pressureProficient with Microsoft Office SuiteExcellent aptitude for problem-solving and good analysis skillsAbility to learn, autonomy, the capacity of initiative