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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 Current World of Communications

Job Title: Assistant Manager - CX Technical Support Engineer

Job Summary

Technical Support Engineer plays a critical role in ensuring the stability, performance, and reliability of AI-driven platforms and enterprise applications being a part of function AI Operation. This role focuses on incident management, root cause analysis, monitoring, troubleshooting, and operational support for production systems. Technical Support Engineer act as the bridge between L1 support teams and L3 engineering/development teams, ensuring quick resolution of issues and continuous service improvement.

Key Responsibilities

Operational Support & Incident Management Provide Level 2 support to Technical Service Desk for AI platforms, applications, and underlying infrastructure.
Investigate,



diagnose, and resolve production incidents, service disruptions, and performance issues.
Perform root cause analysis (RCA) and document incident reports with corrective and preventive actions.
Escalate complex issues to SRE teams with detailed analysis and logs.
Observability & Monitoring Management Monitor application health, system performance, resource utilization, alert noise using monitoring tools and dashboards.
Identify recurring issues and proactively suggest improvements to enhance system stability.
Tune system parameters to improve performance and reliability.
AI & Automation Supervision.
Validate AI decisions (false positives / false RCA) Support AI/ML platforms, APIs, databases, and middleware in production.
Participate in shift handovers and operational review meetings.
Documentation & Continuous Improvement Maintain runbooks, SOPs, knowledge articles, and operational documentat

📌 Assistant Manager (Pune)
🏢 Tata Communications
📍 Pune