Sr Lead

3 days ago

Pune India Tata Communications Full time

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 envisaging a New World of Communications Job Description This role involves handling customer complaints for services on products like ILL, MPLS (L3VPN/L2VPN), SDWAN (Versa), and MCC. It also requires a strong knowledge of NGFW and UTM security solutions. SME-level expertise is essential to address complex issues related to reachability, application performance, throughput, and degradation. This operational role is focused on delivering outcomes that directly impact day-to-day operations and improve customer satisfaction. Additionally, it requires an in-depth understanding of customer network solutions for the mentioned products to ensure quicker troubleshooting. Responsibilities - Provide support for managing incidents and escalations related to customer issues. - Manage customer queries, resolve issues, and ensure positive customer experience by offering Single Point of Contact (SPOC) support for critical and high revenue customers. - Collaborate with CFT teams to address escalations, monitor performance issues, and manage outages. - Preparing Root Cause Analysis (RCA) reports for complex and escalated cases and implementing Preventive Corrective Actions (PCA) to ensure complete resolution and customer satisfaction. - Supervise, provide technical training, and motivate team members to achieve business goals and provide high-quality customer service. - Participate in customer meetings to manage and address customer concerns, ensuring all pain points are tracked down and resolved to closure. - 24/7 shifts, mainly supporting USA and Europe time zone customers. - Audit customer configuration and initiate corrective action internally for dedicated customer. Desired Skill sets - Strong leadership and communication skills. - Good knowledge of troubleshooting on products such as ILL, MPLS (L3VPN/L2VPN), SDWAN (Versa) and MCC. - Certifications CCNA, VERSA - VNX 100, Knowledge on VNX 300 and 325, Zscaler. - Maintains awareness of the latest technologies in the domain.

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