Assistant Manager - Global Customer Service Operations

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

Tata Communications Global Service Operations Team is the single point of contact and owner of all Service Assurance issues for Managed Customers they are responsible for. Customer Service Engineers have the prime responsibility to identify, receive, track, escalate and close all Customers incidents, changes and requests, delivering superior customer service, 24 hours a day, and 365 days a year.

The resource will be responsible for managing customer for IZO related products. The Engineer will have to provide operational support to multiple environments using multiple Vendor technologies and enabling the smooth running of the network estate.

Minimum Qualifications \& Experience Graduate with 4\-8 years of experience

Other Knowledge \& Skills 4\+ years of experience in network and customer handling experience

Cisco Networking skills (CCNP or more)

Excellent oral and written communication skills Professional level understanding and experience on the routing \& switching technologies Sound knowledge on MPLS , Internet routing, IZO IWAN products

Ability to communicate effectively and build relationships with customers and cross functional team

Has ability to learn new technologies \& concepts and has capacity to take initiatives

Key Responsibilities

1\. Own Customer escalations for the incidents and drive it till resolution

2\. Coordinate and participate in troubleshooting efforts between Cross Functional teams, vendors \& customers

3\. Acknowledge escalation, Isolate faults, manage and resolve incidents

4\. Escalate to resolve incidents within SLA 4\. Incident Manager in major incidents

5\. Perform Root Cause Analysis on the incident and ensure the issue is permanently fixed to avoid repetition

6\. Responsible for Incident management for troubleshooting , Quality of update, RFO. attending customer weekly call \& drive for action closure

7\. Responsible for attending customer meeting \& capturing MOM \& addressing customer concern