Lead - Customer Service Operations201_2

Date: 31 Jan 2024

Location: Mumbai, India

Company: Tata Communications

Broad outline of the Role

  • The role is responsible for managing customer queries and operations.
  • This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes.
  • Will be managing the L2 level technical troubleshooting and support 

Size and Scope of Role - No. of direct reports

There will be 20+ members in the team

Are supposed to manage L0 & L1 

Follow the templates and guidelines  

Minimum qualification & experience

  • Graduate with 5-8 years of experience
  • Hands-on experience in configuration and troubleshooting routing protocols like BGP, ISIS, OSPF, and MPLS_SDWAN
  • Hands-on experience in configuration and troubleshooting VPNs like MPLS L2/L3 (VRF).
  • Experience on SDWAN - Cisco/Fortinet/Versa/Level  is optional
  • Experience in configuration and troubleshooting QoS for Congestion Management through Priority/Priority/Shaping/Bandwidth and Congestion Avoidance through RED/WRED/Tail Drop/CBWFQ/ECN.
  • Experience in configuration and troubleshooting multicasting like PIM(sparse/dense mode)/SSM/IGMP.
  • Very Good Knowledge of Routing & Switching, VLAN, Port Security, STP, Advance Switching concepts, and Wireless concepts. 
  • Calculate and apply an addressing scheme including VLSM IPv4/IPv6 addressing design to a network. Determine the
  • Advanced network and host-based intrusion detections, incident response procedures, log reviews and basic malware assessment

Other knowledge/skills

  • Demonstration of problem-solving skills
  • Prior experience of providing customer service support in fast paced, high availability, 24X7 environments.
  • Maintain awareness of latest technologies in the domain
    • Providing 24/7 shift operational support for a variety of security services and platforms
    • Monitors the alert queue assigned by L1 and detailed analysis of security alerts
    • Providing security operations, maintenance functions, and troubleshooting
    • Monitoring of health of Security Components & sanity checks in every shift
    • Performs deep-drive incident analysis by correlating data from various sources
    • Determines if a critical system or data set has been impacted & advises on remediation
    • Continually striving to reduce customer-impacting outages/degradations and restoring service to premium levels in a timely fashion

Key Responsibilities

  • Taking ownership of customer issues reported, solving their problems through by providing resolution.
  • Researching, diagnosing, troubleshooting, identifying solutions to resolve system/application issues.
  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Ensure SLA are achieved and work proactively to maintain the same.

Knowledge / Skills

Communication Skills


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