Tata Communications Ltd
- card_travel4 to 7 yrs
- ₹As per Industry Standards
- location_onNavi Mumbai (Maharashtra)
-
JOB DESCRIPTION
Assistant Manager – Customer Service Operations Operations
Date: 25 Oct 2023
Location: Navi Mumbai, India
Company: Tata Communications
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 Cloud and Security domain. 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
Size and Scope of Role – Total team size
Minimum qualification & experience
Qualifications:
Science Graduate (IT / Computer) is preferred.
Bachelor of Engineering (BE), Bachelor of Technology (B.Tech), or Master of Computer Applications (MCA) is required.
A minimum of 4 to 5 years of relevant experience and a total of 7 years of experience in the field of IT Security and the implementation/support of in-scope solutions.Certifications:
Certification in at least 2 of the following: CCNA, RHCE, CompTIA.
OEM Product Certification in at least 2 technologies should be mandatoryOther knowledge/skills
Good knowledge on implementation, installation, integration troubleshooting and overall functionalities
Experience in troubleshooting platform related issues, data backup, restoration, retention
Maintains awareness of latest technologies in the domainKey Responsibilities
Technical administration or troubleshooting to ensure the efficient functionality of the solution.
Incident Validation, Incident Analysis, Solution recommendation
Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions
Act as a point of escalation for Level-1 customer service analysts
Coordinate with IT teams on escalations, tracking, performance issues, and outages.
Prepare Monthly Executive Summary Reports for managed clients and continuously improve their content and presentation.
Provide recommendations in tuning and optimization of systems, processes, procedures, and policies.
Maintain an inventory of the procedures used by the operations team and regularly evaluate the procedures and add, remove, and update the procedures as appropriate.
Publish weekly reports and monthly reports on customer service operations activity.Technical Competencies
Perimeter Security Specialist
DDoS Protection Specialist:DDoS Mitigation: Implement and manage DDoS mitigation strategies to protect the organization’s network from disruptive DDoS attacks,Monitoring: Continuously monitor network traffic for unusual patterns and proactively respond to DDoS attacks.
WAF Specialist (Web Application Firewall):WAF Configuration: Configure, manage, and maintain the Web Application Firewall to secure web applications against common threats, including SQL injection, XSS, and more.Rule Development: Develop and maintain WAF security rules to adapt to evolving threats and application requirements.
Encrypted Traffic Management Specialist:SSL/TLS Inspection: Implement SSL/TLS decryption and inspection techniques to identify and mitigate threats hidden within encrypted traffic. Certificate Management: Manage SSL/TLS certificates and ensure their proper deployment
NBAD Specialist (Network-Based Anomaly Detection):NBAD Configuration: Configure, manage, and maintain NBAD systems to monitor network traffic for unusual behavior or anomalies.Anomaly Detection: Detect and respond to unusual network activities that may indicate security breaches.
Work Hours :Flexible to work in 24x7x365 environments and extend in case of P1 incident, critical patch upgrades/updates, DC D R drills and as and when required.
Knowledge / Skills
Communication Skills
Job Segment: Operations Manager, Assistant Manager, Service Manager, Operations, Management, Customer Service
- Operations/Customer Service/Telecalling/Backend
- IT-Hardware/Networking, Telecom
- Any Process – International BPO Type
-
- MCA/ PGDCA
- BE/ B.Tech (Engineering)
- Full Time
KEY SKILLS
JOB POSTED BY
- Tata Communications Ltd
- http://www.tatacommunications.com/
- Technology (IT, Telecom, Dot Com etc) (Telecom Services – Mobile, Fixed Line, Internet)
- 5000 – 10000 Crores
- 5001 – 10000 Employees
Apply now
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