Job Description
TATA Communications Service Operations Centre Overview
The TATA Communications Service Operations Centre serves as the single point of contact for all customers of the International SOC division. Our Customer Service Engineers play a pivotal role in receiving, troubleshooting, resolving, escalating and closing customer incidents and requests, with a focus on delivering exceptional customer service within UK business hours.
* Inbound calls to address all customer requests and incident reports
* Understanding customer issues/requirements and logging them into our ticket/system
* Troubleshooting to isolate and resolve incidents/queries
* Escalating to the next level or partnering with other teams to resolve incidents within SLAs
* Maintaining a history of problems and solutions
* Running and analyzing traffic reports, IP configurations
* Coordinating and participating in troubleshooting efforts between departments and vendors
* Managing and monitoring Planned Maintenance activities
Requirements & Qualifications
* Bachelor's Degree in Electrical, Electronics, Telecommunications
* Fluent English language skills; additional European languages such as French, German, Italian, Spanish etc., are considered an advantage
* Minimum 5 years of experience in telecommunications, preferably with a service provider
* Working knowledge of routing, switching, SD WAN networks
* Cisco Certified Network Associate certification or any basic network-security-related certification is a plus
* Knowledge of IP addressing, routing protocols (BGP, OSPF etc.)
* Understanding of VPN/IPsec technology
* Familiarity with security, firewalls, and proxies (Fortinet/Zscaler/Paul Alto etc.)
* Knowledge of OSI layer and Layer 1/2 technologies (xDSL, Ethernet, leased lines, wireless)
* Strong customer focus
* Excellent oral and written communication skills, team player with good listening skills
* Coordination skills and result-focused, requires push and escalation under pressure
* Proficient with Microsoft Office Suite
* Excellent problem-solving aptitude and analysis skills
* Ability to learn, autonomy, and capacity for initiative