Company Overview:
TATA Communications Service Operations Centre is a leading point of contact for international customers, delivering superior customer service within UK business hours.
About the Role:
We are seeking an experienced Incident Resolution Specialist to join our team. The ideal candidate will have a strong background in telecommunications and excellent problem-solving skills.
Key Responsibilities:
* Responding to inbound calls regarding customer requests and incident reports
* Troubleshooting to isolate and resolve incidents/queries
* Escalating to the next level or partnering to resolve incidents within SLA
* Maintaining a history of problems and solutions
* Running and analyzing traffic reports, IP configuration
* Coordinating and participating in troubleshooting efforts between departments and vendors
* Managing and monitoring Planned Maintenance
Requirements & Qualifications:
* Bachelor's Degree in Electrical, Electronics, Telecommunications
* Fluent English; an additional European language (French, German, Italian, Spanish, etc.) is an added advantage
* 5 years of telecommunications experience, 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 protocol (BGP, OSPF, etc.)
* Knowledge of VPN/IPsec technology
* Understanding of security, firewall, proxy is a plus
* Knowledge of OSI layer and Layer 1/2 technology (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 escalate
* Works effectively under pressure
* Proficient with Microsoft Office Suite
* Excellent aptitude for problem-solving and good analysis skills
* Ability to learn, autonomy, capacity for initiative
Estimated Salary: £45,000 - £55,000 per annum (dependent on experience)