Assistant Manager - Global Customer Service Operations

About The Company

Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications

Broad outline of the Role

The role is responsible for managing customer queries and operations. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes.

Minimum Qualifications & Experience

Graduate with 5-9 years of experience

Other Knowledge & Skills

Demonstration of problem-solving skillsPrior experience of providing customer service support in fast paced, high availability, 24X7 environments.Maintain awareness of latest technologies in the domain

Key Responsibilities

Manage day-to-day operations of Cisco Meraki SD-WAN infrastructure. Monitor WAN links, VPN tunnels, and network health. Troubleshoot & provide resolution on SD-WAN routing, performance, and connectivity issues Administer Cisco Catalyst switches across LAN environments. Configure and support VLANs, STP, EtherChannel, and routing protocols. Perform switch provisioning, firmware upgrades, and hardware replacement. Manage enterprise wireless networks and access points. Troubleshoot wireless connectivity, roaming, and authentication issues. Configure SSIDs, wireless security policies, and guest access. Support Zscaler ZIA and ZPA operations. Troubleshoot internet browsing, application access, and policy issues. Manage URL filtering, access control, and security policies. Monitor network and security alerts using management tools. Handle incidents and service requests within SLA timelines. Perform root cause analysis (RCA) for major incidents. Execute network changes as per change management process. Prepare implementation and rollback plans for network changes.

Key Skills

Cisco Meraki SD-WAN

Cisco Catalyst Switches

Routing Protocols: BGP, OSPF, EIGRP VLAN, STP, HSRP, EtherChannel

Wireless LAN technologies (802.11 standards)

Zscaler ZIA and ZPA DNS, DHCP, NAT, VPN

Strong analytical and troubleshooting skills

Customer-focused approach Incident and change management

Excellent communication and stakeholder management

Ability to work in 24x7 support environment

Experience 5-8 years of experience in Network Operations. Hands-on experience with Cisco Meraki, Catalyst Switching, Wireless LAN, and Zscaler technologies. Experience working in Enterprise or Managed Services environment.