Sr Engineer - Global Customer Service Operations

Broad outline of the Role

• The role is responsible for managing customer queries and operations. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes.

Minimum Qualifications & Experience

• Graduate with 2-5 years of experience

Other Knowledge & Skills

• Demonstration of problem-solving skills
• Prior experience of providing customer service support in fast paced, high availability, 24X7 environments.
• Maintain awareness of latest technologies in the domai

Key Responsibilities

1. Taking ownership of customer issues reported, solving their problems through by providing resolution.
2. Researching, diagnosing, troubleshooting, identifying solutions to resolve system or application issues.
3. Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
4. Ensure SLA are achieved and work proactively to maintain the same.
5. Flexible to work in shifts. (including night shifts)

Implementation of Change Requests :
i) Working on customer and internal Change Requests, including Zscaler and traditional Cisco network changes.
ii) Engaging L2/L3 Engg. for critical or high-impact network modifications to ensure successful implementation and risk mitigation.

Planned Activities :
i) Reviewing and assessing Planned Event (PE) tickets to evaluate potential service impacts and operational risks.
ii) Joining change management discussions with centralized change management teams to analyze and approve planned activities. And providing approvals for eligible planned events and coordinated with suppliers regarding non-approved or high-risk activities.

Monthly Audit of Change requests :
i) Conducting monthly audits of change requests to verify compliance with established change management processes and standards.
ii) Identified process deviations and highlighted non-compliant changes to improve operational discipline and adherence to organizational standards.

Skills Required
Zscaler, Problem-solving, Change Management