Incident Manager

Job Function

TATA Communications Service Operations Centre is the single point of contact for all customers of the International SOC division. Customer Service Engineers have the prime responsibility to receive, troubleshoot , resolve , escalate and close Customers incidents and requests, delivering superior customer service, UK business hours.

Responsibilities

• Inbound calls responding to all customers requests and incident reports
• Understanding the customer issue /requirement and capture in ticket/system
• Troubleshoot to isolate and resolve the incidents/queries
• Escalate to next level or partner to resolve incidents within SLA
• Maintain history of problems and solutions
• Run and analyse traffic reports, IP configuration
• Coordinate and participate in troubleshooting efforts between departments and vendors
• Manage and monitor Planned Maintenance

Qualifications & Certifications

• Bachelor\’s Degree in Electrical, Electronics, Telecommunications
• Languages: fluent English, an additional European language, will be added advantage (French, German, Italian, Spanish, etc).
• 5 years telecommunications experience, preferably for a service provider
• Working knowledge of routing, switching, SD WAN networks.
• Cisco Certified Network Associate certification or Any Basic Network -security-related certification is a plus.
• Knowledge of IP addressing, routing protocol (BGP, OSPF etc )
• Knowledge of VPN /IPsec technology
• Understanding of security, firewall, the proxy is a plus (Fortinet/Zscaler/Paul Alto etc.)
• Knowledge of OSI layer and Layer 1/2 technology (xDSL, Ethernet, leased lines, wireless)
• Strong customer focus
• Excellent oral and written communication skills, team player, good listening skills
• Coordination skills and result-focused, requires push and escalate
• Work effectively under pressure
• Proficient with Microsoft Office Suite
• Excellent aptitude for problem-solving and good analysis skills
• Ability to learn, autonomy, the capacity of initiative