Manager - Technical Support Center

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 respective areas of Network/SDWAN/Cloud and security/Unified Collaboration/Mobility and IoT/other domains. 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

TATA Communications Service Operations Centre is the single point of contact for customers. Team Lead have the prime responsibility to managing the Dedicated support desk of customer(L1/L2/L3) , he will be Level 4 to support and guide dedicated desk to  troubleshoot , resolve , escalate and close Customers incidents and requests, delivering superior customer service.

Size and Scope of Role - Total team size

Functions:

• Leading dedicated desk (L1/L2/L3) and keeping close track of complex issue
• Solution vetting with TDA and delivery
• Act as Level 4 technical escalation level and support SME/L2 to troubleshoot and resolve complex issues
• Interlock with NOC/Product/Delivery to highlight the existing solution issues
• Upskilling SME and interlock with L2 leaders to upskill team on new technologies/solutions
• Analying and initiating  improvement project to improve the working efficiency of team
• ToP customer enagament to improve the customer experience.
• Leading Governance call with ISP service providers to improve the service and support.
• Weekly Interlock with customer to present how services are performing.
• Conducting frequent network audit to improve the service uptime.
• Asessing VAPT report shared by customer and take the corrective actions.

Minimum qualification & experience

• Bachelor's Degree in Electrical, Electronics, Telecommunications

Other knowledge/skills

Key Responsibilities

• b) Requisite Skills:

• Languages: fluent English,  good communication and interperson skill
• 8 to 10 years telecommunications experience, preferably for a service provider
• CCNP, SDWAN(VNX 100/300) level vendor certification. CCEI will add value
• Good knowledge and expertise on different SDWAN technologies, Versa is prefered
• Understanding  and hands on experience on  Security products will be advantage
• Excellent oral and written communication skills, team player, good listening skills
• Team management and Coordination skills and result-focused, requires push and escalate
• Work effectively under pressure
• Excellent aptitude for problem-solving and good analysis skills
• Ability to learn, autonomy, the capacity of initiative

Technical Competencies

Knowledge / Skills