Company Name : Tata Communications
Job Title : Sr. Engineer - Customer Service Operations (Cloud & Security Customer Service Operations)
Location : Chennai
Job Id : 11001
Education :
- Graduate degree / BE / Diploma (3 years) with 10+2 stream
- Any Microsoft Certification is preferred ( MCSA / MCSE / MCP/ Azure 70-533 )
- Assertive with good communication skills, strong analytical skills. Process adherence
Experience : 3 – 5 years of experience
Job Family Descriptor :
Manage customer queries related to all services and solutions delivered includes complex customer issues diagnosing and thereby resolving and fixing Act as a conduit between customer and other teams such as engineering architecture etc for any issue resolution Provide L2L3 support to resolve hardwaresoftware issues by applying tehnical expertise
Key Objective / Purpose of the Job :
The incumbent would be responsible for Handling customer raised Windows technology Service requests, minor and major tickets and start troubleshooting the causes of the issue and provide updates to customers and fulfill customer requested changes via Change Management Procedures. He will be responsible for providing quality ticket updates and closing the SRQ and Minor tickets within SLA time lines. In addition, the incumbent will be responsible for carrying out the Patching of the servers, hotfix installation and provide pre- post patch report to customers. He is required to be installing the new servers as per customer requirements and rebuild the existing servers.
Required Skills :
- Good Analytical skills
- Communication Skills
- Initiative
- Process Driven
- Presentation Skills
Operating Network - Key Internal
- 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.
- Basic troubleshooting of server infrastructure, IIS, IronPort and Anti-Virus management server.
- 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 Tasks :
- Windows Server health monitoring using event log checking.
- Setting up performance counters/ validation.
- Setting up of Microsoft Clustering / IIS / FTP / NLB configuration and basic troubleshooting.
- Scheduling of Tasks and backup jobs.
- Installation of Hyper‐V / Active directory and configuration.
- Server hardening tasks and group policy creation and troubleshooting.
About Us :
Tata Communications Limited is an Indian telecommunications company. It was previously a government-owned telecommunications service provider and under the ownership of Department of Telecommunications, Ministry of Communications, and the Government of India.