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 CommunicationsPosition

Summary

TATACommunications Service Operations Centre is the single point of contact forall customers of the International SOC division. Customer Service Engineershave the prime responsibility to receive, troubleshoot , resolve , escalateand close Customers incidents and requests, delivering superior customerservice.

Functions

Owntechnical escalations for the incidents and drive it till resolutionCoordinateand participate in troubleshooting efforts between Cross Functional teams,vendors & customersAcknowledgeescalation, Isolate faults, manage and resolve incidentsEscalateto resolve incidents within SLASupportIM in major incidentsPerformRoot Cause Analysis on the incident and ensure the issue is permanently fixedto avoid repetitionUpskillservice desk by delivering training, breakout sessions or on the job guidanceManageand Implement all type of Customer changes following Change ManagementProcessParticipationin the on-call rotaSupportToP customersDocumentation and updating the knowledge baseTechnical SkillsNetwork &SD-WAN Expertise: Minimum 8+ years of experience in networking and SD-WAN(Versa), preferably within a service provider environment. Versacertification is required.Cisco NetworkingSkills: Strong expertise in Cisco networking, holding at least a CCNPcertification or higher.Routing &Switching: Professional-level understanding and hands-on experience withrouting and switching technologies, including OSPF, BGP, EIGRP, VLANs,STP, and VTP.MPLS & WANTechnologies: In-depth knowledge of MPLS, LDP, RSVP, QoS, and trafficengineering with real-world experience in WAN connectivity andoptimization.SD-WAN Support: Practical experience supportingSD-WAN solutions, specifically Versa SD-WAN, including controllerconfigurations, policy-based routing, application-aware routing, andtroubleshooting.Security &Firewall: Understanding of network security principles, includingfirewalls, proxy servers, VPNs (IPsec, SSL), and access control policies.Experience with next-generation firewalls (NGFW) is a plus.NetworkTroubleshooting & Performance Optimization: Proficiency in packetanalysis, performance monitoring tools (Wireshark, SolarWinds, PRTG,NetFlow, etc.), and network diagnostics.Professional/Expert level certification on Network/SDWAN Technologies (CCNP/CCIE etc)Soft Skills& CompetenciesProblem-Solving& Critical Thinking - Ability toanalyze complex technical issues, identify root causes, and implement effectivesolutions.CommunicationSkills - Strong verbal andwritten communication to interact with cross-functional teams, customers, andvendors.CustomerHandling & Stakeholder Management - Managing escalations, setting expectations, and ensuring smoothcommunication between technical teams and business stakeholders.Incident &Crisis Management - Handlinghigh-priority incidents with efficiency and ensuring timely resolution tominimize impact.Adaptability& Learning Mindset - Staying upto date with emerging technologies, security trends, and industry bestpractices.Collaboration& Teamwork - Working effectivelywith internal teams, vendors, and customers to achieve seamless networkoperations.TimeManagement & Prioritization - Managingmultiple tasks, projects, and escalations effectively without compromising onquality.Documentation& Reporting - Creating clear,detailed documentation, technical reports, and knowledge base articles forefficient troubleshooting and process improvements.