Job Description - Residential Engineer

Role Overview

This position is responsible for ensuring high-quality service delivery, efficient issue resolution, and overall customer satisfaction. The role directly contributes to Service Assurance by managing customer incidents, minimizing downtime, and maintaining robust coordination with internal and external stakeholders. The individual is expected to handle technical troubleshooting, customer communication, and process improvements to enhance service performance.

Key Responsibilities
Technical Troubleshooting & Support
Strong technical knowledge in IP networking, Transmission technologies, and Wi-Fi infrastructure.
Perform first-level diagnosis and troubleshooting of network-related issues.
Minimize service disruptions and ensure seamless connectivity.
Customer Communication & TAT Adherence
Provide timely and accurate updates within defined TAT.
Maintain transparent and professional communication.
Coordination with Internal Teams
Engage with NOC, Field Teams, and Engineering teams.
Ensure smooth collaboration and faster issue resolution.
Customer Dependency Management




Coordinate for access, approvals, and in office support.
Minimize delays due to dependencies.
Escalation Management
Identify critical issues and escalate as per matrix.
Ensure urgent handling of priority cases.
Certifications & Technical Capability
CCNA certification preferred.
Customer Engagement & Review Calls
Participate in service review meetings.
Maintain transparency and ownership.
Process Improvement & Performance Monitoring
Review processes and analyze performance.
Suggest improvements for service enhancement.
Communication Skills
Strong verbal and written communication.
Ability to work with technical and non-technical stakeholders.
Learning & Development
Continuously develop technical skills.
Understand complex systems and best practices.

Key Competencies
Problem-solving & analytical thinking
Customer-centric approach
Strong coordination & follow-up
Ability to work under pressure
Ownership and accountability

📌 Engineer Global Customer Service Operations Mumbai
🏢 Tata Communications
📍 Mumbai