Incident Manager

JR United Kingdom; High Wycombe; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading company in telecommunications seeks a Customer Service Engineer to provide exceptional customer support. This role involves troubleshooting, managing incidents, and collaborating with different departments. Ideal candidates will have a Bachelor's degree in a relevant field, extensive experience, and strong communication skills.

Qualifications

• 5 years experience in telecommunications, preferably in service provision.
• Fluent in English; knowledge of additional European languages is a plus.
• Cisco Certified Network Associate certification or similar certification desirable.

Responsibilities

• Responding to customer requests and incident reports.
• Troubleshooting to resolve incidents and escalate as needed.
• Running and analyzing traffic reports and IP configurations.

Skills

Communication

Problem Solving

Coordination

Technical Analysis

Teamwork

Education

Bachelor's Degree in Electrical, Electronics, Telecommunications

Tools

Microsoft Office Suite

Job description

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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, UK business hours.

Responsibilities

• Inbound calls responding to all customers requests and incident reports
• Understanding the customer issue /requirement and capture in ticket/system
• Troubleshoot to isolate and resolve the incidents/queries
• Escalate to next level or partner to resolve incidents within SLA
• Maintain history of problems and solutions
• Run and analyse traffic reports, IP configuration
• Coordinate and participate in troubleshooting efforts between departments and vendors
• Manage and monitor Planned Maintenance

Qualifications & Certifications

• Bachelor's Degree in Electrical, Electronics, Telecommunications
• Languages: fluent English, an additional European language, will be added advantage (French, German, Italian, Spanish, etc).
• 5 years telecommunications experience, preferably for a service provider
• Working knowledge of routing, switching, SD WAN networks.
• Cisco Certified Network Associate certification or Any Basic Network -security-related certification is a plus.
• Knowledge of IP addressing, routing protocol (BGP, OSPF etc )
• 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)
• 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