Assistant Manager - Customer Service Operations
Apply now »Date: 16 Apr 2024
Location: Navi Mumbai, India
Company: Tata Communications
Broad outline of the Role
- Responsible for Managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in Cloud and Security domain. The role acts as a conduit between customers and other teams such as engineering, architecture etc. for any issue resolution. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles.
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
-
Qualifications:
- Science Graduate (IT / Computer) is preferred.
- Bachelor of Engineering (BE), Bachelor of Technology (B.Tech), or Master of Computer Applications (MCA) is required.
- A minimum of 4 to 5 years of relevant experience and a total of 7 years of experience in the field of IT Security and the implementation/support of in-scope solutions.Certifications:
- Certification in at least 2 of the following: CCNA, RHCE, CompTIA.
- OEM Product Certification in at least 2 technologies should be mandatory
Other knowledge/skills
- Good knowledge on implementation, installation, integration troubleshooting and overall functionalities
- Experience in troubleshooting platform related issues, data backup, restoration, retention
- Maintains awareness of latest technologies in the domain
Key Responsibilities
- Technical administration or troubleshooting to ensure the efficient functionality of the solution.
- Incident Validation, Incident Analysis, Solution recommendation
- Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions
- Act as a point of escalation for Level-1 customer service analysts
- Coordinate with IT teams on escalations, tracking, performance issues, and outages.
- Prepare Monthly Executive Summary Reports for managed clients and continuously improve their content and presentation.
- Provide recommendations in tuning and optimization of systems, processes, procedures, and policies.
- Maintain an inventory of the procedures used by the operations team and regularly evaluate the procedures and add, remove, and update the procedures as appropriate.
- Publish weekly reports and monthly reports on customer service operations activity.
Technical Competencies
Perimeter Security Specialist
DDoS Protection Specialist:DDoS Mitigation: Implement and manage DDoS mitigation strategies to protect the organization's network from disruptive DDoS attacks,Monitoring: Continuously monitor network traffic for unusual patterns and proactively respond to DDoS attacks.
WAF Specialist (Web Application Firewall):WAF Configuration: Configure, manage, and maintain the Web Application Firewall to secure web applications against common threats, including SQL injection, XSS, and more.Rule Development: Develop and maintain WAF security rules to adapt to evolving threats and application requirements.
Encrypted Traffic Management Specialist:SSL/TLS Inspection: Implement SSL/TLS decryption and inspection techniques to identify and mitigate threats hidden within encrypted traffic. Certificate Management: Manage SSL/TLS certificates and ensure their proper deployment
NBAD Specialist (Network-Based Anomaly Detection):NBAD Configuration: Configure, manage, and maintain NBAD systems to monitor network traffic for unusual behavior or anomalies.Anomaly Detection: Detect and respond to unusual network activities that may indicate security breaches.
Work Hours :Flexible to work in 24x7x365 environments and extend in case of P1 incident, critical patch upgrades/updates, DC D R drills and as and when required.
Knowledge / Skills
Job Segment:
Operations Manager, Assistant Manager, CCNA, Cisco, Operations, Management, Customer Service, Technology