Manager - Customer Service Operations

Manager - Customer Service Operations

About Company

TSC 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

Job Description

Job Description

Experience and knowledge of M365-AD, Exchange MS Teams, SharePoint, OneDrive, MFA, SSO, mobile device management, deployment, and distribution.

Should have a good experience in troubleshooting issues of M365-AD, Exchange MS Teams, SharePoint, OneDrive, MFA, SSO and MDM Issues.

Escalate and co-ordinate with Vendors for issue resolution.

Communicate with Customer’s IT and Security Groups.

Co-ordinate with FW, NW teams to ensure Supported systems are maintained.

Working Knowledge of various MDM Tools.

Troubleshooting and support, Windows Auto Pilot, Desktop Images, Virtual Images.

Maintaining Patch version update report from MS Portal and ensuring all the end points are at minimum n-1 version.

Remote Support and assisting users via calls and MS teams.

Install, Configure, Test, Manage and Maintain M365 Application software, and System management tools.

Liaise with vendors and other IT personal/Customer for problem resolution.

L2 End User Supports.

Knowledge of handling helpdesk ticketing systems.

Maintaining IT documentation, SOP, Technical Document, POA, RCA.

End User SLA Management.

M365/O365 Security Audit Supports.

MIS & Reporting.

Application integration with Azure.

Advanced knowledge of M365-AD, MFA, SSO and Intune.

Detailed understanding of Android and iOS configuration and deployment of mobile apps, should know Microsoft Intune on Azure - focuses on mobile device management MDM.

Experience in End Point engineering and support activities.

Advanced knowledge of patch management methodologies.

Familiarity with certificate application to end user devices.

End-to-End troubleshooting knowledge & Co-ordination.

Should have good experience in troubleshooting issues of Patch Management & MDM.

Excellent communication skill, Clear English speaking and writing ability.

Basic Project management skill.

Excellent co-ordination and Inter-personal effectiveness.

Have systematic approach towards work areas.

Should be able to cope up excellently under stressful circumstances.

Skills

microsoft exchange, m365, ms teams, active directory, azure ad, technical support, application support, network support, remote support, customer service, it infrastructure, mfa, sso, mdm, windows, troubleshooting