Lead - Customer Service Operations (Customer

4 days ago

Quebec City, Canada Tata Communications Full time

Job Family Descriptor
SUMMARY 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.

Subject Matter Expert maintaining the UCC & VoIP, IP, MPLS and SDWAN Services of Tata Communications.

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 Skills

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