Assistant Manager - Global Service Operations

TATA Communications Service Operations Centre is the single point of contact for all customers of the International SOC division. Customer Service Engineers have the prime responsibility to receive, troubleshoot , resolve , escalate and close Customers incidents and requests, delivering superior customer service.

Functions:

Understand customer issues/requirements and accurately capture them in the ticketing system.

Troubleshoot, isolate, and resolve Level 2 incidents/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 or vendor/partner teams while ensuring timely resolution within SLA.

Conduct impact assessments for change requests and plan execution accordingly.

Implement network configuration changes, upgrades, and patches with proper pre- and post-checks.

Ensure minimal disruption during maintenance activities and document the change process.

Ensure adherence standard operating procedures (SOPs) with quality for troubleshooting and change execution.

Coordinate and participate in troubleshooting efforts between internal teams and vendors.

Act as an escalation point for Level 2 engineers and guide them through complex issues

Technical Skills:

• Strong understanding of networking concepts, including TCP/IP, subnetting, VLANs, and routing protocols (OSPF, BGP, EIGRP).
• Hands-on experience with Layer 2 & Layer 3 networking (Switching, Routing, and WAN technologies).
• Ability to troubleshoot and resolve Level 1 & Level 2 network incidents, including connectivity issues, latency, and packet drops.
• Understanding and hands-on experience with SD-WAN solutions (preferably Versa, Viptela, or Fortinet).
• Configuring and managing WAN edge devices, including policies, traffic steering, and VPNs.
• Knowledge of MPLS, VPNs (IPsec, SSL), QoS, and WAN optimization techniques.
• Basic knowledge of firewall concepts (Fortinet, Palo Alto, Cisco ASA) and security best practices.
• Ability to generate and analyze traffic reports, IP configurations, and performance logs.
• Experience performing configuration changes, firmware upgrades, and network maintenance activities.
• Conducting post-change validations and rollbacks if needed.
• Basic/Professional level certification on Network/SDWAN Technologies (CCNP/CCIE etc)