Lead - Customer Service Operations (Customer - Quebec City, Canada - Tata Communications
Description
Job Family DescriptorSUMMARY OF FUNCTIONS
Provide technical support to TATA Enterprise customers, part of the Enterprise Montreal SOC team.
As a member of Service Assurance team, the resolution of faults as per the highest service standard should be the primary focus.
Responsible for driving to resolution / restoring the customer services riding on TATA Communications' UCC & VoIP, IP MPLS and SDWAN Network / Infrastructure.
Interface with equipment vendors when necessary to make system adjustments;
This position is required to work in the afternoon shifts EST time, Monday - Saturday.
FUNCTIONAL QUALIFICATIONS
Good understanding of UCC, Voice & IP, and other collaboration services like Teams, Webex, Zoom;
Good understanding of ISP Operations and Routing, Internet BGP Architecture, MPLS VPNs, SDWAN, Cloud Security (Zscaler / Fortinet) in an Enterprise or Service Provider environment.
NOC/SOC experience in an Enterprise or Internet Service Provider is desired.Certifications - CCNA/JNCIA.
Knowledge of working on OSS/BSS tools & systems.
Ability to understand various product offering.
Good Analytical, Diagnostic and Problem-Solving skills, Customer Centricity.
Dealing with ambiguity and pressure.
Ability to collaborate with cross functional groups internally as well as with vendor organizations.
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 Other knowledge/skills Key Responsibilities Technical Competencies Knowledge / Skills Communication SkillsMore jobs from Tata Communications
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