Manager - Technical Support Center

4 weeks ago

Pune, India Tata Communications Full time
Broad outline of the Role

Responsible for managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in respective areas of Network/SDWAN/Cloud and security/Unified Collaboration/Mobility and IoT/other domains. The role acts as a conduit between customers and other teams such as engineering, architecture etc. for any 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.

Purpose - Broad objective of the role

Size and Scope of Role - No. of direct reports

TATA Communications Service Operations Centre is the single point of contact for customers. Team Lead have the prime responsibility to managing the Dedicated support desk of customer(L1/L2/L3) , he will be Level 4 to support and guide dedicated desk to troubleshoot , resolve , escalate and close Customers incidents and requests, delivering superior customer service.

Size and Scope of Role - Total team size

Functions:Leading dedicated desk (L1/L2/L3) and keeping close track of complex issueSolution vetting with TDA and deliveryAct as Level 4 technical escalation level and support SME/L2 to troubleshoot and resolve complex issuesInterlock with NOC/Product/Delivery to highlight the existing solution issuesUpskilling SME and interlock with L2 leaders to upskill team on new technologies/solutionsAnalying and initiating improvement project to improve the working efficiency of teamToP customer enagament to improve the customer experience.Leading Governance call with ISP service providers to improve the service and support.Weekly Interlock with customer to present how services are performing.Conducting frequent network audit to improve the service uptime.Asessing VAPT report shared by customer and take the corrective actions.

Minimum qualification & experience

Bachelor's Degree in Electrical, Electronics, Telecommunications

Other knowledge/skills

Key Responsibilities

b) Requisite Skills:

Languages: fluent English, good communication and interperson skill8 to 10 years telecommunications experience, preferably for a service providerCCNP, SDWAN(VNX 100/300) level vendor certification. CCEI will add valueGood knowledge and expertise on different SDWAN technologies, Versa is preferedUnderstanding and hands on experience on Security products will be advantageExcellent oral and written communication skills, team player, good listening skillsTeam management and Coordination skills and result-focused, requires push and escalateWork effectively under pressureExcellent aptitude for problem-solving and good analysis skillsAbility to learn, autonomy, the capacity of initiative

Technical Competencies

Knowledge / Skills

Communication Skills

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