Overview
Join to apply for the Manager - Global Service Operations role at Tata Communications.
About the Company
Tata Communications redefines connectivity with innovation and intelligence. Driving 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.
Job Description
Responsible for managing customer queries related to all services and solutions delivered, including diagnosing and resolving complex technical issues in respective areas of Network, SD-WAN & security domains. The role acts as a conduit between customers and other teams such as engineering, architecture etc. for issue resolution. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles.
Responsibilities
* Technical administration or troubleshooting to ensure the efficient functionality of the solution.
* Incident Validation, Incident Analysis.
* Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions.
* Act as a point of escalation for Level-1 and Level-2 customer support team.
* SPOC for assigned customers where candidate is responsible to conduct weekly calls with customer part Governance. Candidate to participate in Monthly and Quarterly customer engagements with Cross functional teams.
Desired Skill Sets
* Good knowledge on troubleshooting and overall functionalities specifically in SDWAN and Security domains covering products like Versa, Fortinet and VIPTELA.
* Additional Skills related to handling Proxy Services like Zscaler, PRISAM will be added advantage.
* Profile also recommend to have Security experience handling majorly Fortinet.
* Maintains awareness of latest technologies in the domain.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Management
Industries
* Telecommunications
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