Sr Customer Service Executive

5 days ago

Chennai, Tamil Nadu, India Tata Communications Full time US$ 80,000 - US$ 1,20,000 per year

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

The L2 Engineer is responsible for handling customer escalations, monitoring, troubleshooting, and resolving any issues that affect the availability and quality of content delivered through TATA's global network. This role requires investigative and troubleshooting skills to identify, isolate, and resolve routine issues. The engineer will collaborate cross-functionally with multiple technical teams to ensure that problems are resolved quickly and efficiently.

An ideal candidate will be team-oriented and possess strong technical, communication, and organizational skills in a fast-paced and dynamic environment. Hands-on experience in a service-oriented organization, particularly within a Linux operations center, is preferred. Most importantly, the right individual will have a proven track record of being creative and flexible, demonstrating a strong work ethic, and enjoying the challenge of solving technical issues, as well as possessing solid knowledge of both Windows and Linux systems.

Responsibilities
Demonstrating exceptional leadership qualities as a shift lead.

Utilizing NOC-related tools and monitoring applications.

Communicating with customers regarding escalations and coordinating with internal groups to report or resolve system-related or network issues.

Tracking and documenting daily work tasks and issues, and sharing this information with the rest of the team.

Reviewing tickets to ensure that quality resolutions are provided to customers on time.

Providing customer support and monitoring a network environment, which includes routing equipment, UNIX-based operating systems, and proprietary software.

Experience
Proficient in advanced Linux and Windows operating systems. Red Hat, Windows, or Cloud certifications are a plus.

Strong understanding of TCP/IP and various Internet protocols, along with tools such as Ping, Traceroute, NS Lookup, DIG, and Netstat.

Familiarity with package management tools like Yum and RPM, as well as configuration management tools such as Puppet. Experience with VMware, KVM, and cloud platforms is beneficial.

Knowledge of server monitoring tools, including Nagios and Grafana.

Proficient in remote access software, including SSH, Rsync, Rclone, FTP, and Telnet.

Familiarity with media and video technologies is a plus, and experience with Content Delivery Networks (CDN) is appreciated.

Knowledge of technologies such as Varnish, Nginx, Samba, NFS, and NAS storage solutions.

Exceptional interpersonal and communication skills, along with strong initiative and leadership capabilities.

Effective analytical, planning, organizational, and documentation skills.

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