Lead, Customer Service Operations

TATA Communications Service Operations Centre is the single point of contact for all customers of the International SOC division. Customer Service Engineers have the prime responsibility to receive, troubleshoot , resolve , escalate and close Customers incidents and requests, delivering superior customer service, Singapore business hours.

Key Responsibilities

• Understanding the customer issue /requirement and capture in ticket/system
• Support the desk to resolve the issues
• Troubleshoot to isolate and resolve the level 3 incidents/queries
• Escalate to next level or partner to resolve incidents within SLA
• Review and perform the impact analysis for changes, execute the changes complex followed with post check
• Participate in technical and design discussion with customer and Solution
• Training and upskliing L2 team members
• Coordinate and participate in troubleshooting efforts between departments and vendors
• Manage and monitor Planned Maintenance

Minimum qualification & experience

• Bachelor's Degree in Computer, Electronics, Telecommunications
• 6 to 8 years telecommunications experience, preferably for a service provider
• CCNP/CCIE certification and simmmilar level SDWAN (Versa/Fortinet /Viptela) certification
• Any Basic security (Zscaler/Fortine) -related certification is a plus.
• Indepth Knowledge of IP addressing, routing protocol (BGP, OSPF etc )
• Indepth Knowledge of VPN /IPsec technology
• Understanding of security, firewall, the proxy is a plus (Fortinet/Zscaler/Paul Alto etc.)
• Knowledge of OSI layer and Layer 1/2 technology (xDSL, Ethernet, leased lines, wireless)

Behaviours

• Strong customer focus
• Excellent oral and written communication skills, team player, good listening skills
• Coordination skills and result-focused, requires push and escalate
• Work effectively under pressure
• Proficient with Microsoft Office Suite
• Excellent aptitude for problem-solving and good analysis skills
• Ability to learn, autonomy, the capacity of initiative