Sr Customer Service Executive - Global Network Operations

Tata Communications

  • Pune, Maharashtra
  • Permanent
  • Full-time
  • 1 month ago
Broad outline of the RolePurpose - Broad objective of the roleSize and Scope of Role - No. of direct reportsSize and Scope of Role - Total team sizeTo support, maintain and manage Microsoft Teams Direct Routing and Meeting Rooms service for end customer.
A member of a 24*7 support team responsible for managing Microsoft Teams Direct Routing and Meeting Room Services for end customer
A Unified Communication Service Administrator responsible for monitoring and maintaining services as per agreed SLA.Minimum qualification & experience
  • Managing Teams Direct Routing infrastructure of customer.
  • Manage Endpoints like SBC, gateway, Meeting room endpoints.
  • Working on reported tickets and maintaining SLA.
  • Working on any issues reported by customer and responding emails.
  • Monitoring the service, identifying, and fixing the issues proactively.
  • Reporting and handling customer call for review of service.
  • Knowledge and experience on SIP and telephony devices.
  • Good understanding of Microsoft Teams
  • Good understanding of VOIP devices.
  • Knowledge and experience in managing SBC\Gateways.
  • Managing Teams Direct Routing.
  • Managing Microsoft Teams Room Systems.
  • Managing Teams Direct Routing infrastructure.
  • Managing devices like Ribbon/Audio Codes SBC.
  • Managing Teams Meeting room (Polycom devices).
  • Knowledge on protocols like SIP, H.323.
  • Experience in supporting of Microsoft Teams Service.
Other knowledge/skills
  • Good communication and customer handling skills.
  • Good Email writing and documentation skills.
  • Quick Learner.
Key ResponsibilitiesTechnical CompetenciesKnowledge / Skills

Tata Communications