Jr Customer Service Executive - Network Operations & Support

About The CompanyTata 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 CommunicationsJob Summary: IoT and Private Network - SOC Support Jr. Executive Job Role and Responsibilities Responsible for the operation & customer support for IoT and Private Network Applications across all Product categories including customer profiling, configuration & performance monitoring). Ensure timely availability and support for customer service & trouble tickets as per SLAs. ❖ Customer Profiling Monitoring and Reporting o Create Customer Profiles in Applications o Follow the Application Manual and create hierarchies o Manage the project creations with right nomenclatures and set standards ❖ Device Onboarding o Onboard IoT and Private Network Devices in respective Customer Profiles at Applications o Manage the mapping as per customer ask & set hierarchy ❖ Configurations & Commissioning o Configurations for the Profile creation o User Login Creations ❖ Monitoring and Reporting o Monitoring Device functioning & features in IoT and Private Network Customer Application o Issue/Ticket creation in SOC Tool for Application Issues during onboarding & configurations o Proactive Monitoring and Reporting of the performance of the IoT and Private Network Applications o Incident and Problem reporting. o Inputs to Application Development team & Application vendors on performance, particularly critical incidents, delayed cases, non-adherence to Features/Functionalities offered etc. ❖ Incident Management and Troubleshooting o Manage Technical Support Center (helpdesk) and operations of escalation desk/tickets for all SOC issues. o Engage with L1 helpdesk to resolved tickets within SLA o Resolve incidents based on standard operating procedures, processes and tracing of the issue through the different system components o Work with different stakeholder/teams for trouble shooting and resolution of the issues/incidents. o Candidate is expected to proactively initiate discussions/meetings with stakeholders / relevant teams o Ad hoc Data Analytics o Lead problem resolution and RCA with Application Development Teams & Vendors as needed Key Skills: ❖ Understanding of Customer Applications/UI monitoring ❖ Experience of operations and L1/L2 support ❖ Experience on ticketing / ITSM tools ❖ Excellent Oral & Written Communication ❖ Advanced PowerPoint, Data Analysis, SQL Experience, Data Visualization Experience, Advanced Excel & PowerPivot ❖ Basics of IoT, 5G and IP-Routing and Switching network infrastructure. Education and Experience: ▪ 0-2 years ▪ Engineering Degree – Preferred