Service Delivery Specialist

4 days ago


Chennai, Tamil Nadu, India Tata Communications Limited Full time
Key Performance Indicators:
The Service Delivery Specialist will be responsible for ensuring the efficient delivery of services to our customers. This role involves managing customer queries related to all services and solutions delivered, diagnosing and resolving complex technical issues in respective areas of Network/SDWAN/Cloud & security/Unified Collaboration/Mobility & IoT, and acting as a conduit between customers and other teams such as engineering, architecture etc. for any issue resolution. Additionally, this role delivers results that have a direct impact on day-to-day operations and instructs professional or technical staff and reviews the quality of work undertaken by these roles.

Responsibilities:
* Incident validation, incident analysis, solution recommendation
* Technical administration or troubleshooting to ensure the efficient functionality of the solution
* Assist with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions
* Act as a point of escalation for Level-1 customer service analysts
* Coordinate with IT teams on escalations, tracking, performance issues, and outages
* Prepare Monthly Executive Summary Reports for managed clients
* Provide recommendations in tuning and optimization of systems, processes, procedures, and policies
* Maintain an inventory of the procedures used by the operations team and regularly evaluate the procedures and add, remove, and update the procedures as appropriate
* Publish weekly reports and monthly reports on customer service operations activity

Requirements:
* Strong technical knowledge in MPLS, MSP, SD-WAN, TX & IP related products
* Experience of dealing face to face with customers, including delivering presentations and facilitation of application discovery sessions
* Excellent written & verbal skills
* Manage escalations along with effective customer engagement
* Achieve all KPIs
* Possess sound technical and analytical skills
* Deliver good Customer experience / satisfaction
* Have strong English proficiency (written and verbal), with highest level of Accent Neutralization
* Possess industry certification, preferably in CCNA / CCNP


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