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Job Description
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, UK business hours.
Responsibilities
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
L2 skills on fortinet firewall and security best practices.
Proactively address customer issues and ensure timely resolution.
Work efficiently with cross-functional teams, senior engineers, and external vendors to resolve incidents.
Support and assist L1 engineers in troubleshooting and knowledge transfer..
Experience performing configuration changes, firmware upgrades, and network maintenance activities.
Conducting post-change validations and rollbacks if needed.
Desired Skill sets
Minimum 4 years experience on operation on networking , firewall , SDWAN
Strong understanding of networking, SDWAN, firewall concepts, including TCP/IP, subnetting, VLANs, SSL VPN , NGFW and routing protocols (OSPF, BGP, EIGRP)
Clear and professional verbal & written communication to interact with customers, vendors, and internal teams
Quick decision-making to restore services within SLAs
Tata Communications is a digital ecosystem enabler that powers today’s fast-growing digital economy. We enable the digital transformation of enterprises globally, including 300 of the Fortune 500. We carry around 30% of the world’s internet routes and connects businesses to 60% of the world’s cloud giants.
We have been a part of the rich heritage of the internet in India. Over the last 25 years, enterprise-enabled services have been essential to the adoption of digital services in the country. Connectivity is an essential fabric of sustenance for the economy. We are committed to enabling Industry leaders in this New World of Communications™, with our unique promise of delivering secure connected digital experiences.
In 2020, we announced the launch of ‘Secure Connected Digital Experience’ (SCDx), a proposition intended to meet this growing, worldwide demand for new ways of operating, which includes far higher levels of working from home, rising security risks, a shift to digital commerce, and more contactless experiences. It will help companies currently relying on short-term fixes by providing holistic, secure, enterprise-level digital solutions that address current challenges and are fit for the long term.
Job ID: 138643255
