Tata Communications Transformation Services (TCTS) Looking for Virtual service management desk at Mumbai, Maharashtra, India Full Time

Designation/Title

Virtual Service Management (VSM)

Sub-Band

Engineer

Education Qualifications

B,E/B.Tech – Elec and Telecommunication /Computer science

Certifications

CCNA Preferred

Experience

2-4 Years of experience in Enterprises/ Fixed Line Network

Job Family

Service Assurance

Purpose/Objective

Service Management process for Long tail customers to be outsourced. Virtual Service Management activities to be carried out by engaging customer remotely for Enterprise – Fixed Line services.

Key/Major Activities

• Service engagement and experience for Enterprise Customers by driving Incident, Escalation Management as day to day operations.
• Strong engagement with Cross – functional teams to drive our priority to ensure better customer experience
• Performance report to be shared and engage with customer to walk them through the report on current performance and any Service Improvement being worked out.
• Repeat fault analysis and continuous service improvement to be driven.
• Any Change management to be tracked and ensure it is closed with customer satisfaction.
• Communicate with customer and get feedback.

Technical Skills

• Good Understanding of TCP / IP, OSI Layer Protocol suites, WAN protocols and troubleshooting
• Basic Knowledge of
• Huawei OTN 8800, 9800 and NMS U2000
• ECI XDM1000, XDM2000, NPT1200, Huawei X8, X16
• Cisco ASR9000, ASR920, ASR903, C7600
• Juniper/ Huawei Routers and Switches

Key Skills

• An engineering / Bachelor graduate from recognized University.
• Candidate should be having exposure on Service Management role experience.
• He / She should possess Fixed Line product understanding, if had worked in B2B environment will be an added advantage
• Command in English and Hindi language.
• Minimum 1 year of experience in handling Enterprise Customers.