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

Broad outline of the Role
The role is responsible for managing customer queries and operations. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes.

Minimum Qualifications & Experience
Graduate with 2-4 years of experience
Other Knowledge & Skills

voip, sip trunking, sonus sbc or sonus session border controller, project management or program management, escalation management or troubleshooting
Demonstration of problem-solving skills
Knowledge of VoIP, sip trunking, Sonus sbc or sonus session border controller. Planned Event notifications
Prior experience in providing technical support in rapid paced, high availability, 24X7 environments.
Knowledge of change management, escalation management or troubleshooting process, every 30-45 minutes update to the internal and external customers
Key Responsibilities
Maintaining, administering, upgrading, and troubleshooting network tools and equipment




Assisting with and implementing installations as required for new and existing customer and internal projects inclusive of
terminations, testing and labelling of most common transmission mediums, hardware installations etc.
Ensure SLA are achieved and no customer SLA claim due to our negligence and delays.
Compile and track all events on daily basis, 24 hrs mail reading before handover and smooth handover of work post shift completion
All reports required to be timely send and with 100% accuracy.
Timely upgradation of all the network events, V5 assure monitoring and tickets handling. No tickets to cross TAT and timely with quality RFO.
Daily reviews calls and service provider calls to be managed.

Other Knowledge & Skills
Demonstration of problem-solving skills
Prior experience of providing customer service support in fast paced, high availability, 24X7 environments.
Maintain awareness of latest technologies in the domain

Key Responsibilities
Taking ownership of customer issues reported, solving their problems through by providing resolution.
Researching, diagnosing, troubleshooting, identifying solutions to resolve system or application issues.
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Ensure SLA are achieved and work proactively to maintain the same.

📌 Sr Engineer - Global Customer Service Operations (Pune)
🏢 Tata Communications
📍 Pune