Engineer - Global Customer Service Operations

Tata Communications Limited; Maharashtra; On-site; INR 350,000 - 550,000; Full time

Job summary

Tata Communications Limited is seeking a network operations professional in Maharashtra to manage customer queries and ensure quality outcomes. This role requires handling operations with guidance as needed to deliver reliable services.

The candidate should be a graduate with up to 4 years of experience and possess knowledge of routing protocols, SD-WAN concepts, and network troubleshooting across multiple OEM routers.

Qualifications

• Graduate with 0–4 years of experience in networking or IT operations.
• Knowledge of routing protocols (BGP, OSPF).
• Basic knowledge of SSH, TCP/IP, IPsec.
• Knowledge of SD-WAN concepts (Controllers, analytics, Versa Director).
• Troubleshooting routers from vendors like Cisco, Fortinet, Versa, Meraki.

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.

Skills

Problem-solving

Customer service

Tech awareness

Education

Graduate with 0-4 years of experience

Job description

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 0-4 years of experience

• Should have Knowledge of Routing protocols such as BGP, OSPF
• Basic knowledge of protocols such as SSH, TCP/IP, IPSEC
• Knowledge of SDWAN concepts such such as Controllers, analytics, Versa Director
• Troubleshooting knowledge on routers of any OEM such as Cisco, Fortinet, Versa, Meraki

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.