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    Sr Customer Service Executive - Bengaluru, India - Tata Communications

    Tata Communications
    Tata Communications Bengaluru, India

    1 week ago

    Tata Communications background
    Description

    Broad outline of the Role

    Installing ArcSight Connectors
    Integration of new devices into ArcSight
    Doing troubleshooting if any device is not forwarding logs
    Preparation and submission of Daily Health check-up Report , Weekly Report , Weekly Threat Hunting Report and Monthly report
    Creation of ArcSight Content Rules ,Reports ,channels and dashboard
    Rule Fine Tunning

    Purpose - Broad objective of the role

    Monitoring and analyzing Realtime incidents and verifying whether its true positive or false positive.
    Incident Handling and Mitigation
    Raising true positive incidents to respective team members.
    Creating tickets and raising to concern team and taking follow-up for closure of tickets
    Monitoring security systems and networks for anomalies.

    Size and Scope of Role - No. of direct reports

    Size and Scope of Role - Total team size

    Minimum qualification & experience

  • Graduate with 0-4 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 domain

    • Key Responsibilities

  • Taking ownership of customer issues reported, solving their problems through by providing resolution.
  • Researching, diagnosing, troubleshooting, identifying solutions to resolve system/application issues.
  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Ensure SLA are achieved and work proactively to maintain the same.

    • Technical Competencies

    Knowledge / Skills

    Communication Skills
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