Engineer - Global Service Operations

Job Description
Position Summary: TATA Communications Service Operations Centre is the single point of contact for all customers. The Major Incident Manager (MIM) plays a critical role in ensuring that high-impact incidents are resolved swiftly and effectively to minimize disruption to top customers business operations. Core Responsibilities Incident Detection & Classification Identify and classify major incidents based on impact and urgency. Ensure accurate and timely logging of tasks with internal and external support teams. Coordination & Communication Act as the central point of contact during major incidents. Coordinate between technical teams, vendors, and stakeholders. Provide timely updates to leadership and affected users. Incident Resolution Drive the resolution process by mobilizing appropriate resources. Escalate issues as needed to ensure swift resolution. Monitor progress and remove roadblocks. Perform basic troubleshooting and coordinating with onsite contact for connectivity checks. Preparing RFO, RCA and drive PCA.Requisite Skills: Skills & Competencies Basic technical knowledge and understanding of network technologies link ILL, VPN, transmission and SDWAN. Strong understanding of ITIL framework (especially Incident & Problem Management). Excellent communication and stakeholder management skills. Ability to work under pressure and make quick decisions. Leadership and conflict resolution skills. Soft Skills & Competencies: Clear and concise verbal and written communication. Ability to tailor messages for technical teams, executives, and customers. Lead cross-functional teams during critical incidents. Inspire confidence and guide teams toward resolution. Stay calm under pressure. Show empathy and understanding toward stressed stakeholders. Quickly assess situations and identify root causes. Make informed decisions with limited information. Handle disagreements diplomatically. Maintain team cohesion during tense situations. Prioritize tasks effectively during incidents. Ensure timely updates and resolution. Work seamlessly with internal teams, vendors, and external partners. Attention to Detail Ensure accurate documentation and reporting