Assistant Manager - Global Service Operations

About The Company

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

Position Summary

TATACommunications Service Operations Centre is the single point of contact for allcustomers of the International SOC division. Customer Service Engineers havethe prime responsibility to receive, troubleshoot , resolve , escalate andclose Customers incidents and requests, delivering superior customer service.

Functions

Understand customer issues/requirements andaccurately capture them in the ticketing system.Troubleshoot, isolate, and resolve Level 2incidents/queries related to network and SD-WAN.Perform deep-dive analysis of network failures,performance issues, and outages.Escalate complex issues to the next level orvendor/partner teams while ensuring timely resolution within SLA.Conduct impact assessments for change requests andplan execution accordingly.Implement network configuration changes, upgrades,and patches with proper pre- and post-checks.Ensure minimal disruption during maintenanceactivities and document the change process.Ensure adherencestandard operating procedures (SOPs) with quality for troubleshootingand change execution.Coordinate and participate in troubleshootingefforts between internal teams and vendors.Act as an escalation point forLevel 2 engineers and guide them through complex issues

Technical Skills

Strongunderstanding of networking concepts, including TCP/IP, subnetting, VLANs,and routing protocols (OSPF, BGP, EIGRP).Hands-onexperience with Layer 2 & Layer 3 networking (Switching, Routing, andWAN technologies).Abilityto troubleshoot and resolve Level 1 & Level 2 network incidents,including connectivity issues, latency, and packet drops.Understandingand hands-on experience with SD-WAN solutions (preferably Versa, Viptela,or Fortinet).Configuringand managing WAN edge devices, including policies, traffic steering, andVPNs.Knowledgeof MPLS, VPNs (IPsec, SSL), QoS, and WAN optimization techniques.Basicknowledge of firewall concepts (Fortinet, Palo Alto, Cisco ASA) andsecurity best practices.Abilityto generate and analyze traffic reports, IP configurations, andperformance logs.

Experience

performing configuration changes, firmware upgrades, and networkmaintenance activities.Conductingpost-change validations and rollbacks if needed.Basic/Professionallevel certification on Network/SDWAN Technologies (CCNP/CCIE etc)

Soft Skills & Competencies

Abilityto analyze network issues logically and apply systematic troubleshootingtechniques.Quickdecision-making to restore services within SLAs.Clearand professional verbal & written communication to interact withcustomers, vendors, and internal teams.Abilityto explain technical issues to non-technical stakeholders.Proactivelyaddress customer issues and ensure timely resolution.Abilityto handle escalations effectively while maintaining professionalism.Workefficiently with cross-functional teams, senior engineers, and externalvendors to resolve incidents.Supportand assist L1 engineers in troubleshooting and knowledge transfer.