Sr Engineer - Global Customer Service Operations

Tata Communications; Mumbai; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Tata Communications in Mumbai is seeking a capable Network Support professional to handle customer queries and daily operations, ensuring high availability and smooth delivery of services. You will take ownership of issues, diagnose root causes, and work within defined SLAs in a fast-paced, 24x7 environment.

The ideal candidate has a graduate degree with 3–5 years of experience and hands-on knowledge of Fortinet SD-WAN, IPsec and BGP.

Qualifications

• Graduate with 3-5 years of experience in networking or telecom.
• Hands-on experience with Fortinet SD-WAN, IPSec and BGP.
• Experience in 24x7 customer service environments.

Responsibilities

• Take ownership of customer issues and resolve them.
• Research, diagnose, and troubleshoot system or application problems.
• Escalate unresolved issues per procedures to internal teams.
• Ensure SLA attainment and proactive maintenance.

Skills

Problem-solving

Customer service

Education

Graduate

Tools

IPSec

BGP

Fortinet SD-WAN

Job description

About The Company

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 envisioning a New World of Communications

About The Company

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 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

• 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.