
Engineer - Customer Service Operations
Tata Communications
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Keywords
Job Description
- Monitor customer services and ensure service uptime and performance
- Act as a single point of contact (SPOC) for service assurance-related customer issues
- Handle incident management, fault tracking, and resolution coordination
- Ensure timely resolution of tickets within agreed SLAs
- Coordinate with NOC, field teams, and vendors for troubleshooting and closure
- Provide regular updates to customers on incidents and service status
- Perform root cause analysis (RCA) for recurring issues
- Maintain accurate records of incidents, complaints, and resolutions
- Manage and resolve customer escalations effectively
- Ensure high levels of customer satisfaction (CSAT)
- Identify trends and suggest preventive and corrective actions
- incident management
- root cause analysis
- service assurance
- ticketing tools / CRM systems
- stakeholder management
- networking/telecom knowledge
- customer handling
About The Company
Tata Communications
Tata Communications is a digital ecosystem enabler that powers today’s fast-growing digital economy. We enable the digital transformation of enterprises globally, including 300 of the Fortune 500. We carry around 30% of the world’s internet routes and connects businesses to 60% of the world’s cloud giants. We have been a part of the rich heritage of the internet in India. Over the last 25 years, enterprise-enabled services have been essential to the adoption of digital services in the country. Connectivity is an essential fabric of sustenance for the economy. We are committed to enabling Industry leaders in this New World of Communications™, with our unique promise of delivering secure connected digital experiences. In 2020, we announced the launch of ‘Secure Connected Digital Experience’ (SCDx), a proposition intended to meet this growing, worldwide demand for new ways of operating, which includes far higher levels of working from home, rising security risks, a shift to digital commerce, and more contactless experiences. It will help companies currently relying on short-term fixes by providing holistic, secure, enterprise-level digital solutions that address current challenges and are fit for the long term. To know more, visit TataCommunications.com Tata Communications Limited is listed on the Bombay Stock Exchange and the National Stock Exchange of India and is present in over 200 countries and territories around the world. We are committed to being an equal opportunity workplace and to providing an inclusive environment to all employees. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, or any other status protected by law. Tata Communications and its Recruitment Partners do not charge any fee or security deposit from the candidate for offering employment.
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