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
This role involves handling customer complaints for services on products like ILL, MPLS (L3VPN/L2VPN), SDWAN (Versa/Viptela/FortiGate), WIFI (EnGenius/Meraki/Mist), and MCC. It also requires a strong knowledge of NGFW and UTM security solutions. SME-level expertise is essential to address complex issues related to reachability, application performance, throughput, and degradation. This operational role is focused on delivering outcomes that directly impact day-to-day operations and improve customer satisfaction. Additionally, it requires an in-depth understanding of customer network solutions for the mentioned products to ensure quicker troubleshooting.
Responsibilities
Provide support for managing incidents and escalations related to customer issues during Europe Hours.
Manage customer queries, login into devices to localize and resolve customer issues, and ensure positive customer experience by offering support for critical and high revenue customers.
Work on Ticking , NMS , PMS tool to provide updates to customers on cases / incidents), maintain operational KPIs (ticket closure, quality updates, TAT etc..)
Collaborate with CFT teams to address escalations, monitor performance issues, and manage outages.
Prepare Root Cause Analysis (RCA) reports for complex and escalated cases and implement Preventive Corrective Actions (PCA) to ensure complete resolution and customer satisfaction.
Provide technical trainings to team members to achieve business goals and provide high-quality customer service.
Desired Skill sets
- Strong communication skills (written & verbal)
- Good hands-on knowledge and troubleshooting skills on products such as ILL, MPLS (L3VPN/L2VPN), SDWAN (Versa/Viptela/FortiGate), WIFI (EnGenius/Meraki/Mist), and MCC.
Desired
Must have at least 01 SDWAN Hands On Experience on Cisco Viptela/VERSA-VNX 300/NSE-5&7.
Maintains awareness of the latest technologies in the domain.
