Asst Manager - Customer Service Operations (Cloud & Security Customer Service Operations) - B3201_2
Tata Communications
- Gurgaon, Haryana
- Permanent
- Full-time
- 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.
- Graduate with 4-7 years of experience
- Ability to speak and communicate well with end customers via phone and mail.
- Good interpersonal skills and good positive attitudes and good Team player.
- ITIL process awareness and certification is desired.
- Windows (MCSA/MCSE/MCITP) and VCP (VMware) certification are preferred
- Respond to Auto Generated Tickets.
- Respond to customer tickets and perform changes in customer environment as per customer request following the change process.
- Provide patching reports to customers for servers in Windows environment & perform Patching activities based on the CR steps provided.
- Windows Server inventory asset tracking, Server maintenance.
- Raise Problem management tickets.
- Hardware/software alert escalation handling and coordinating with Vendors for resolution of hardware /software issues.
- Planned events to be performed. (Windows Server Patching, Firmware upgrade, Hotfix installation)