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- Tasks: Manage customer incidents and requests, ensuring swift resolution and superior service.
- Company: Join TATA Communications, a leader in global telecommunications and customer service excellence.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and development.
- Why this job: Be part of a collaborative team that values problem-solving and customer satisfaction.
- Qualifications: Bachelor's degree and 5 years in telecommunications; Cisco certification is a plus.
- Other info: Fluency in an additional European language is advantageous.
The predicted salary is between 36000 - 60000 £ per year.
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 customer incidents and requests, delivering superior customer service during UK business hours.
Responsibilities
- Inbound calls responding to all customer requests and incident reports
- Understanding the customer issue/requirement and capturing it in the ticket/system
- Troubleshoot to isolate and resolve the incidents/queries
- Escalate to the 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 an 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, and 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 escalation
- Work effectively under pressure
- Proficient with Microsoft Office Suite
- Excellent aptitude for problem-solving and good analysis skills
- Ability to learn, autonomy, and capacity for initiative
Incident Manager (, , United Kingdom) employer: Tata Communications
Contact Detail:
Tata Communications Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Incident Manager (, , United Kingdom)
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as routing protocols like BGP and OSPF. Being able to discuss these topics confidently during an interview will demonstrate your technical expertise and understanding of the role.
✨Tip Number 2
Prepare for situational questions by thinking of examples from your past experience where you successfully resolved customer incidents or escalated issues effectively. This will showcase your problem-solving skills and customer focus, which are crucial for the Incident Manager position.
✨Tip Number 3
Brush up on your communication skills, especially in a customer service context. Practising how to clearly articulate technical issues to non-technical customers can set you apart, as strong communication is key in this role.
✨Tip Number 4
Network with professionals in the telecommunications field, particularly those who work in incident management. Engaging with industry peers can provide valuable insights and potentially lead to referrals, increasing your chances of landing the job with us.
We think you need these skills to ace Incident Manager (, , United Kingdom)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in telecommunications and incident management. Emphasise your problem-solving skills and any certifications you hold, such as Cisco Certified Network Associate.
Craft a Compelling Cover Letter: In your cover letter, explain why you're a great fit for the Incident Manager role. Mention your customer service experience and how you've successfully resolved incidents in the past. Be sure to convey your strong communication skills.
Showcase Relevant Skills: When filling out your application, specifically mention your knowledge of routing protocols, VPN/IPsec technology, and any experience with security technologies like Fortinet or Zscaler. This will demonstrate your technical expertise.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Tata Communications
✨Showcase Your Technical Knowledge
Make sure to brush up on your understanding of routing, switching, and SD WAN networks. Be prepared to discuss specific technologies like BGP, OSPF, and VPN/IPsec, as well as any relevant certifications you hold.
✨Demonstrate Customer Service Skills
Since the role involves direct interaction with customers, highlight your experience in handling customer queries and incidents. Share examples of how you've successfully resolved issues and maintained a strong customer focus.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities under pressure. Think of past experiences where you had to troubleshoot complex issues and be ready to explain your thought process and actions taken.
✨Communicate Clearly and Effectively
Strong communication skills are essential for this role. Practice articulating your thoughts clearly and concisely, both verbally and in writing. This will help you convey your ideas effectively during the interview.
