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Sr Engineer - Customer Service Operations (Customer Service Operations) - B2201_1

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Date: 25-Nov-2022

Location: Pune, India

Company: Tata Communications

Job Family Descriptor

Manage customer queries related to all services and solutions delivered includes complex customer issues diagnosing and thereby resolving and fixing Act as a conduit between customer and other teams such as engineering architecture etc for any issue resolution Provide L2L3 support to resolve hardwaresoftware issues by applying tehnical expertise

Broad outline of the Role

Purpose - Broad objective of the role

Operating Network - Key External

Operating Network - Key Internal

Size and Scope of Role - Financial

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Size and Scope of Role - Other size parameters

Minimum qualification & experience

Education – Graduate Engineer

                      (Computers, I.T, Electronics, Electronics & Telecom)

Certifications – CCNA/CCNP Certified Associate (preferred).


1-4 years

Other knowledge/skills

  • Excellent understanding of MPLS Network
  • Experience in handling Major and Minor issue in network.
  • Troubleshooting Experience in the MPLS backbone network.
  • Good understanding of BGP/OSPF & MPLS Connectivity troubleshooting.
  • Network Monitoring and analysis.
  • Proactive network alarm analysis and reporting.
  • Exposure to ticketing tools like Service Now, etc.
  • Should have worked with Cross functional team.
  • Experience in using tools like putty for troubleshooting
  • Co-ordination with various internal stake holders and as well external international customers for problem resolution
  • Escalation/incident handling and management from service assurance perspective till the closure of incident

Key Responsibilities

  • The candidate should possess excellent verbal and written communication skills.
  • Responsible for handling L1 and L2 issues, starting from ticket booking, investigation till resolution and closure.
  • Responsible for ticket booking and follow up for mobility cases.
  • Ensure efficient and effective technical customer service as per SLAs.
  • Engineer would be responsible to manage multiple mailboxes and ticket queues with multitasking ability.
  • Working in 24*7 shift environment.
  • Escalation Management for Both customer as well as Internal.
  • First and second Level Troubleshooting skills for IP network Issues.
  • Impact Analysis during planned events and outages.
  • Managing customer and internal communication for Network Planned & Unplanned Event and outages.

Technical Competencies

  • Deep understanding of networking protocols (e.g., BGP, IPSEC, HSRP, BGP, OSPF, 802.11, QoS).
  • Hands-on experience with monitoring, network diagnostic and network analytics tools.
  • Routing, Switching and firewall knowledge.
  • Knowledge of TDM / VoIP technologies
  • Hands on experience on router / Switch / firewall preferred.
  • Protocol: BGP, OSPF.
  • Good knowledge on IP addressing / routing / switching / MPLS concepts.
  • Strong troubleshooting skills with BGP/OSPF and MPLS.
  • Knowledge of TCP/IP Networks and its troubleshooting.
  • Good knowledge of IP addressing and subnetting IPv4 and IPv6.
  • CCNA/CCNP certification Preferred


Knowledge / Skills

Communication Skills

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