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, Singapore business hours.
Key Responsibilities
- Understand customer issues/requirements and record them in the ticketing system.
- Troubleshoot to isolate and resolve Level 2 incidents/queries.
- Escalate incidents to the next level or partner for resolution within SLAs.
- Perform change management assessments, execute changes, and conduct post-implementation checks.
- Maintain a history of problems and solutions.
- Run and analyse traffic reports and IP configurations.
- Coordinate and participate in troubleshooting efforts between departments and vendors.
- Specifically looking for below expertise: IP Networking / SDWAN (VIPTELA, VERSA, FORTINET) Security – FORTINET
- Work experience/Knowledge on Security, Riverbed and Cloud based proxy services (Zscaler, Prisma) will be added advantage.
- Responsible for ensuring solutions provided to customer meet requirements with the objective of ensuring design and delivery of complex solutions as per customer requirements.
- Review incidents and ensure resolution efficiency to ensure smooth operation and maintenance of network components and other specified equipment to drive network efficiency and availability.
- Maintain quality standards to achieve optimal levels of operation and KPI targets.
- Tracks and monitor network traffic and performance to ensure minimal interruption to customer services.
- Monitor vendor performance, particularly critical incidents, delayed cases, non-adherence to SLA, etc.
- Support implementation for any new network updates, Planned Activities, and change Management.
- Corrects network and SOC problems effectively and in a timely manner.
- Drive initiatives, industrialization, and efficiencies to network facilities for improvements (i.e. enhancements, updates, upgrades, new systems).
- Establishes tools and procedures to monitor network performance. Assure platform and service availability to the customers, through least cost routing, thereby ensuring SLA compliance and QoS of the customer services.
Qualifications & Experience
- Bachelor's Degree in Computer, Electronics or Telecommunications
- Experience: 3-5 years
- Identifies problems and updates or modifies working methods in own role without the benefit of defined procedures.