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
About this role:
Incident manager is a critical role managing both external and internal teams.
We are looking for highly motivated, process driven, confident team member.
This role will be primarily responsible for handling all critical/P1 outages of our customer and efficiently drive it till resolution.
What you’ll do:
Handling Customer incident and escalation.
Hosting bridge calls during P1 incidents.
Coordinate with customer and internal teams such as access, l2 and SMEs for early resolution.
Notifying higher management about critical outages.
Perform basic troubleshooting and coordinating with onsite contact for connectivity checks.
Preparing RFO, RCA and drive PCA.
Problem management for repeat issues.
What You’ll Need
Degree / Diploma preferably BTECH. Technical certifications will be an advantage.
Excellent communication - spoken as well as written to interact with customer and internal teams.
Experience of service desk, Incident management process and good at documentation.
Understanding of customer issue thus basic technology awareness/ hands-on is needed.
Strong problem solving, analytical and time management skills.
Strong interpersonal skills, collaborative and a team player.
