Tata 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 Communications
Broad outline of the Role
- This role is responsible for managing and resolving advanced customer queries and technical issues across IP 6453 network and Mobility domains. The role ensures high operational efficiency and effective resolution of issues, acting as a bridge between customers and internal technical teams. The role incorporates the use of AI tools and data analytics in a supportive capacity, focusing on enhancing productivity and accuracy in troubleshooting and reporting, while maintaining core business operations and customer satisfaction.
- Track and monitor IP 6453 network traffic and performance to ensure minimal interruption to IP 6453 Backbone network and the network elements. Responsible for the IP 6453 equipment’s operation and maintenance (fault, configuration, alarms, performance and security), to drive network efficiency and availability. Review L3/L4 IP incidents and ensure resolution efficiency to ensure smooth operation and maintenance of network. Ensure adequate monitoring of various network aspects panning across different service and ensuring quick and appropriate resolution of network issues. Monitor vendor performance, particularly critical incidents, delayed cases, non-adherence to SLA, etc. Lead implementation for any new network updates (HW / SW) via planned activities and Change Management. Corrects network and customer related problems effectively and in a timely manner. Drive initiatives, automation and efficiencies to network facilities and equipment for improvements (i.e. enhancements, updates, upgrades, new systems). Establishes tools and procedures to monitor network performance. Ensure efficient and effective technical customer support as per SLAs. Assure platform and service availability to the customers, through least cost routing, thereby ensuring SLA compliance and QoS of the customer services.
Minimum Qualifications & Experience
- Graduate with 4-7 years of experience in customer service operations or technical support, preferably in telecom or IT services.
Other Knowledge & Skills
- AI-driven diagnostics
- Advanced data analytics
- AI-enhanced reporting
- Predictive analytics
- AI tool implementation
- Proactive incident management
- SOP digitalization
- Customer analytics
- Technical guidance
- Data-driven decision support
Key Responsibilities
- Manage and resolve customer queries and IP network technical issues, by using AI-assisted tools to support timely and effective solutions in line with current business processes.
- Utilize available AI-powered diagnostic tools (e. g. , automated ticket triage, basic anomaly detection) to support troubleshooting of technical issues, where applicable.
- Leverage data analytics platforms to identify trends in incident data and recommend practical, actionable solutions.
- Serve as an escalation point for Level-1 customer service analysts, providing guidance and support on complex cases.
- Coordinate with IT and technical teams on escalations, using available data insights to anticipate and communicate potential performance issues.
- Contribute to the preparation and enhancement of Monthly Executive Summary Reports for managed clients, incorporating AI-generated insights where feasible.
- Assist in the revision and maintenance of Standard Operating Procedures (SOPs), using collaborative digital tools and incorporating learnings from AI pilots and experiments.
- Ensure operational procedures are updated to reflect the adoption of new tools and methodologies.
- Oversee the generation and analysis of weekly and monthly reports on network and customer service operations, utilizing AI tools for data aggregation and visualization as available.
