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Manager - Customer Service Operations (Mobility & IoT Customer...

3.00 to 7.00 Years   Pune   18 Jan, 2024
Tata Communications
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryTelecom / ISP
Functional AreaNot Mentioned
EmploymentTypeFull-time

Job Description

    Job DescriptionJob Family DescriptorBroad outline of the RolePurpose - Broad objective of the roleOperating Network - Key ExternalOperating Network - Key InternalSize and Scope of Role - FinancialSize and Scope of Role - No. of direct reportsSize and Scope of Role - Total team size Provide managed service support [3rd line support] for all MMX services hosted on AWS infrastructure. This support includes applications, DBs & APIs. Accountability and management of day-to-day support activities and tickets related to MMX services. Provide technical assistance to team members. Provide expertise in the analysis of major incident root cause and follow up with vendors and other corporate teams as needed.Minimum qualification & experience Troubleshoot and identify software bugs, perform root cause analysis on performance issues as needed. Work closely with the Level 2 teams on incidents in the affiliate and provide direct follow-up. Work on improving monitoring. solution and implement automation wherever needed. Provide QDFs (Quick Data Fixes) wherever required against incidents to resolve customer issues. Provide support on 24x7 - On-call basisOther knowledge/skillsKnowledge, Skills & Experience: Essential Skills:Hands-on knowledge and troubleshooting skills in below areas: AWS Cloud- Fundamental services: Basic networking: VPC, Subnets, CIDR blocks, ACL, Security groups. Monitoring and troubleshooting: Cloudwatch Compute: VMs, Lambda functions Queues: SQSTechnical Competencies Load balancing concepts: ELB Notifications: SNS DNS: Route53 Kubernetes Service: Containers, pods etc. Linux & Shell scripting API GW and API conceptsSize and Scope of Role - Other size parametersGood to Have: AWS Certifications, Visualization and monitoring tools like- Prometheus. Grafana, Devops CI/CD (Continuous Integration/Continuous Deployment) and Ansible Wireshark and TCP dumpKey Responsibilities SMPP and SMS call flow Strong analytical skills and Fluent in English (verbal & written). Proven ability/experience working in a multi-layered international matrix organization having people with different cultural backgrounds. A strong and dynamic individual, with the ability to thrive under pressure.Knowledge / SkillsCommunication SkillsJob Segment: Operations Manager, Service Manager, Cloud, Customer Service, Operations, Technology,

Keyskills :
NetworkingMonitoringTroubleshootingLoad balancingDNSKubernetesLinuxShell scriptingSMPPAnalytical skillsCommunication SkillsAWS CloudNotificationsAPI GWAPI conceptsSMS call flow

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