Sr Lead - 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 CommunicationsThis role involves handling customer complaints for serviceson products like ILL, MPLS (L3VPN/L2VPN), SDWAN (Versa), and MCC. It alsorequires a strong knowledge of NGFW and UTM security solutions. SME-levelexpertise is essential to address complex issues related to reachability,application performance, throughput, and degradation. This operational role isfocused on delivering outcomes that directly impact day-to-day operations andimprove customer satisfaction. Additionally, it requires an in-depthunderstanding of customer network solutions for the mentioned products toensure quicker troubleshooting.

Responsibilities

• Provide support for managing incidents and escalations
  

related to customer issues.

• Manage customer queries, resolve issues, and ensure
  

positive customer experience by offering Single Point of Contact (SPOC) support
for critical and high revenue customers.

• Collaborate with CFT teams to address escalations,
  

monitor performance issues, and manage outages.

• Preparing Root Cause Analysis (RCA) reports for complex
  

and escalated cases and implementing Preventive Corrective Actions (PCA) to
ensure complete resolution and customer satisfaction.

• Supervise, provide technical training, and motivate team
  

members to achieve business goals and provide high-quality customer service.

• Participate in customer meetings to manage and address
  

customer concerns, ensuring all pain points are tracked down and resolved to
closure.

• 24/7 shifts, mainly supporting USA and Europe time zone customers.
• Audit customer configuration and initiate corrective action internally for dedicated customer.
  

Desired Skill sets

• Strong leadership and communication skills.
• Good knowledge of troubleshooting on products such as
  

ILL, MPLS (L3VPN/L2VPN), SDWAN (Versa) and MCC.

• Certifications – CCNA, VERSA - VNX 100, Knowledge on VNX
  

300 and 325, Zscaler.

• Maintains awareness of the latest technologies in the
  

domain.