Asst Manager - Customer Service Operations (Cloud & Security Customer Service Operations) - B3201_2

Tata Communications

  • Gurgaon, Haryana
  • Permanent
  • Full-time
  • 19 days ago
Broad outline of the Role
  • 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.
Purpose - Broad objective of the roleSize and Scope of Role - No. of direct reportsSize and Scope of Role - Total team sizeMinimum qualification & experience
  • Graduate with 4-7 years of experience
Other knowledge/skillsGeneral Skills
  • 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
Key Responsibilities
  • 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)
Technical CompetenciesStrong knowledge of Microsoft Windows operating system 2016/2019/2022, Microsoft Clustering, Active Directory, DNS, DHCP, DFS, Other Core components. Ability to setup and configure Windows servers with AD, DNS, DHCP, DFS, RDS, FTP, NLB, Windows Clustering etc. Troubleshooting skills would also be required.Windows Server health monitoring using event log checking,Server hardening tasks and group policy creation and troubleshooting.Basic troubleshooting of Cluster related issues, Memory dump analysis and server performance count analysis in Windows servers.Good knowledge on VMware administration and troubleshooting.Knowledge / SkillsCommunication Skills

Tata Communications