Lead - Global Service Operations

Role Overview: As a Service Operations Center Engineer at Tata Communications, you will be responsible for supporting and maintaining high-availability telecom services for a leading telecom operator. Your role will involve monitoring, troubleshooting, and resolving Level 1 and Level 2 issues related to telecom services, including connectivity, latency, and packet loss. You will provide L2 support for technologies such as DWDM, SDH, PBB, MPLS-TP, and SR-EVPN. Your proactive approach to identifying and addressing service issues will help minimize downtime and enhance the customer experience. Additionally, you will collaborate with cross-functional teams, senior engineers, and external vendors to ensure timely incident resolution and participate in ad-hoc restoration activities involving submarine cable systems. Key Responsibilities: - Monitor, troubleshoot, and resolve Level 1 and Level 2 issues related to telecom services. - Provide L2 support for technologies such as DWDM, SDH, PBB, MPLS-TP, and SR-EVPN. - Assist L1 engineers with technical guidance and knowledge transfer. - Handle customer communications effectively, including troubleshooting calls and monthly review meetings. - Coordinate with cross-functional teams, senior engineers, and external vendors to ensure timely incident resolution. - Participate in ad-hoc restoration activities, especially involving submarine cable systems. - Proactively identify and address service issues to minimize downtime and improve customer experience. - Maintain documentation of incidents, resolutions, and standard operating procedures. - Track Trouble ticket queues, create MIS reports, and track team KPIs. Qualifications Required: - Hands-on experience with Layer 1 technologies: DWDM, SDH. - Strong understanding of Layer 2 technologies: PBB, PBB, MPLS-TP, SR-EVPN. - Working knowledge of IP technologies and services: MPLS, VPN, Internet Leased Line, SDWAN. - Hands-on experience with ITSM tools (ServiceNow). - Experience with submarine cable systems and service restoration processes. - Excellent troubleshooting skills for network and service-related issues. - Strong communication skills for customer interactions and internal coordination. - Ability to work in a 24x7 operational environment (if applicable).,