Engineer - Access Supplier Operations, Technical Support Center

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 : · Primary role and responsibility include scope for Incidence Management function specially for 3rd party offnet last mile in India with 24\*7 operations

• Handling trouble tickets for TCL customers. Perform troubleshooting of all the products like GVPN,ILL,NDE,SDWAN,BYON, etc., circuits and ensuring resolution.

• Ensuring execution of Trouble ticket handling guidelines.

• Improve Customer Service uptime by improving service availability for customer.

• Customer Engagement through continuous coordination and updates.

• Ensure good RFO quality and continuously improve customer experience.

• Contribute to higher NPS score.

• Handling escalated issues of Customers.

• Able to coordinate smoothly with offnet suppliers as per last mile built\-up for ensuring restoration of customer Trouble tickets.

• Work with cross functional teams – Service Ops, Field Ops, RF, Onnet \& NOC teams.

Ability to work with a flexible schedule w.r.t Organizational \& Customer needs.