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- Tasks: Manage customer incidents and requests, ensuring top-notch service and timely resolutions.
- 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 innovation and customer satisfaction.
- Qualifications: Bachelor's degree in relevant fields and 5 years of telecom experience required.
- Other info: Fluency in an additional European language is a plus!
The predicted salary is between 43200 - 72000 £ 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 customers' 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/Palo 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
Senior Manager, Data Management employer: Tata Communications
Contact Detail:
Tata Communications Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Manager, Data Management
✨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 expertise and understanding of the role.
✨Tip Number 2
Highlight your customer service experience, especially in telecommunications. Prepare examples of how you've successfully resolved customer issues or escalated incidents, as this will show your ability to handle the responsibilities outlined in the job.
✨Tip Number 3
If you speak any additional European languages, be sure to mention them in conversations or interviews. This could set you apart from other candidates and align with the company's needs for multilingual support.
✨Tip Number 4
Prepare to discuss your problem-solving skills and provide specific examples of how you've tackled complex issues in past roles. This will help illustrate your analytical abilities and fit for the Senior Manager position.
We think you need these skills to ace Senior Manager, Data Management
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in telecommunications and data management. Emphasise your skills in troubleshooting, customer service, and any specific technologies mentioned in the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the role and how your background aligns with the responsibilities. Mention your experience with routing, switching, and any certifications you hold, such as Cisco Certified Network Associate.
Highlight Language Skills: If you speak an additional European language, be sure to mention it prominently in your application. This could give you an edge over other candidates, so don’t forget to include it in both your CV and cover letter.
Showcase Problem-Solving Abilities: In your application, provide examples of how you've effectively solved problems in high-pressure situations. Use specific instances from your past roles to demonstrate your analytical skills and customer focus.
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 customer interaction, highlight your experience in troubleshooting and resolving customer issues. Share examples of how you've successfully managed customer incidents and maintained a high level of service.
✨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 or coordinate with multiple teams to resolve incidents.
✨Emphasise Communication and Coordination
Strong communication skills are crucial for this role. Be ready to discuss how you effectively communicate with both customers and team members, and provide examples of how you've coordinated efforts across departments or with vendors.
