Sr Engineer - Global Customer Service Operations

Tata Communications Limited; Mumbai; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Tata Communications Limited in Mumbai seeks an experienced professional to manage customer queries and operations in a fast-paced, 24x7 environment. The role emphasizes resolving customer issues with Fortinet SD-WAN technology, IPsec, and BGP, while maintaining high service levels and up-to-date knowledge of networking advances.

Responsibilities include taking ownership of issues, diagnosing and resolving problems, escalating when needed, and ensuring SLAs are met.

Qualifications

• Graduate with 3-5 years of experience.
• Experience with Fortinet SD-WAN technology.
• Hands-on IPSEC and BGP experience.
• Experience in providing customer service in fast-paced, 24x7 environments.
• Maintain awareness of latest technologies in the domain.

Responsibilities

• Taking ownership of customer issues reported, solving their problems through 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

Fortinet SD-WAN

IPSec

BGP

24x7 support

Technology awareness

Education

Graduate degree

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 3-5 years of experience

Other Knowledge Skills

• Demonstration of problem-solving skills with Fortinet SDWAN Technology.
• Handson experience in IPSEC and BGP
• Prior experience of providing customer service support in fast paced, high availability, 24X7 environments.
• Maintain awareness of latest technologies in the domain

Key Responsibilities

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