Sr Engineer - Customer Service Operations (Cloud & Security Customer Service Operations) - B2201_2
Apply now »Date: 11 Apr 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.
Purpose - Broad objective of the role
Size and Scope of Role - No. of direct reports
Size and Scope of Role - Total team size
Minimum qualification & experience
- Graduate with 0-4 years of experience
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
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.
Technical Competencies
- Understanding/Knowledge on Arcsight Architecture and components
- Device Integration with SIEM
- Troubleshooting of non-reporting devices
- SOC Incidents handling
Use cases and report creation/fine tuning.
Knowledge / Skills
Job Segment:
Operations Manager, Cloud, Operations, Customer Service, Security, Technology