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Assistant Manager - Cloud & Security Customer Service Operations

Tata Communications

5 - 10 years

Pune

Posted: 17/06/2025

Job Description



Position Title: L3
Reports to (Title): Delivery Head Total Staff Controlled: NA
Position Summary - Cisco WLC and ISE Analyst (L3)

  • Key Objective / Purpose of the Job:

    Job Title: Cisco WLC and WiFi Engineer
  • Experience in Cisco WLC (VNF) Aruba WLC and MM

  • Upgrades and configurations of maintaining Cisco WLC (VNF)
  • Experience in networking design and concepts to include TCP/IP, switching, routing, firewalls, virtual route forwarding and VLANs.
  • Active Directory/LDAP Experience
  • Engineers who have a passion for providing outstanding customer service.
  • 24x7 support of Enterprise Networks of large global clients that have a distributed LAN/Wireless
  • Additional Advantage experience on for handling (Routing and switching) network operational/problem management issues.
  • Ticket resolution - work and resolve trouble tickets, handle ticket escalation
  • Queue Management - monitor ticket queue, ensure assignment/resolution and closure
  • Create Method Of Procedure and/or Standard Operating Procedure document
  • Plan and execute Change Management processes
  • Performance Tuning of network devices and create Service Improvement Plans
  • Plan and perform firmware upgrade
  • Work with hardware/software vendors to resolve problems
  • Train and mentor juniors
  • Act as an SME SPOC for certain network products
  • Interface with customer on calls and lead technical meetings
  • Assist in Root Cause Analysis (RCA)
  • Provide technical inputs for weekly/monthly customer service review reports

    Skills:
  • Hands on experience on Cisco WLC (VNF), Aruba WLC and MM
  • Cisco WLC AIR-CT2504-K9, Cisco 3504, C9800-L-C-K9
  • Cisco AP AIR-AP2802e-T-K9, AP324, AIR-AP2602I etc.
  • Experience with NAC technologies: Cisco WLC (VNF)
  • Hands on experience on any ticketing tool
  • Hands on experience on reporting
  • Desired Certifications:
  • Aruba Certified ClearPass Professional

    Required Skills

    Technical
    Configure & Manage: Large WiFi Network hardware and software operation.
    Strong understanding of Wireless, WiFi network and security technologies
    Hand on skills in configure, administer, and document firewall infrastructure.
    Deep knowledge on working with Cisco WLC (VNF)
    Cisco WLC AIR-CT2504-K9, Cisco 3504, C9800-L-C-K9
    Cisco AP AIR-AP2802e-T-K9, AP324, AIR-AP2602I etc.
    Knowledge of network protocols (EIGRP, OSPF, BGP, RIP, VLAN, TCP/IP, etc.).

    Functional
    Problem-Solving abilities will help stay on top of issues besides helping in resolving the same smoothly & efficiently.
    Good Interpersonal skills matters.
    Systems and process knowledge are key drivers on the job.

    Behavioral
    Systematic approach towards work areas.
    Good analytical skills
    Ability to work in team
    Should be able to cope up excellently under stressful circumstances.
    Good communication skills

    • About Company

    Tata Communications is a global digital ecosystem enabler providing networking, cloud, cybersecurity, IoT, and communication services to enterprises and service providers across 190+ countries.

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