Engineer - Technical Support Center

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

Job Description

• The role is responsible for managing customer queries and operations. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes.
  
  

Responsibilities

• Taking ownership of customer issues reported, solving their problems through by providing resolution.
• Researching, diagnosing, troubleshooting, identifying solutions to resolve system/application issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Ensure SLA are achieved & work proactively to maintain the same.
  
  

Responsible for operation and maintenance of network equipment (fault, configuration, alarm, performance, security).

Ensures efficient technical customer service delivery as per SLAs.

Manages Technical Support Center and escalation desk/tickets for NOC and SOC issues.

Reviews and resolves L3/L4 incidents to maintain network efficiency and availability.

Provides technical support for installations, maintenance, upgrades, and repairs across IP, Transport, Voice, Mobility, and ATM services.

Monitors network traffic and performance to minimize transmission interruptions.

Oversees vendor performance, especially during critical incidents and SLA breaches..

Resolves network and SOC issues effectively and in a timely manner.

Drives initiatives for network facility enhancements and operational efficiencies.

Establishes tools and procedures for network performance monitoring.

Desired Skill sets

• Demonstration of problem-solving skills
• Prior experience of providing customer service support in fast paced, high availability, 24X7 environments.
• Maintain awareness of latest technologies in the domain