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Assistant Manager - Global Service Operations

Tata Communications Limited
Pune, India
7-12 Years
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  • Posted 3 hours ago
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Job Description

  • We are looking for a skilled L2 Network Engineer to manage escalated network issues, ensure infrastructure stability, and support deployment and configuration of network devices. The ideal candidate should have strong troubleshooting skills, hands-on experience with routers, switches, and firewalls, and the ability to support complex network environments.

    Responsibilities/ Tasks

    Experience in Switching on advance level troubleshooting and implementation.
    In-depth knowledge of layer 2 technologies such as spanning tree, VTP, Ethernet, HSRP, 802.1X. SDWAN
    Experience in Routing on various Protocols/ Services: Static, RIP, BGP, OSPF, EIGRP, HSRP, NAT, SNMP, TACACS.
    Hands-on experience in troubleshooting & administration Cisco switches, Routers, Access points, Meraki appliance.
    Configuring & troubleshooting WAN network using Routing protocols like OSPF, BGP, MPLS, SD-WAN.
    Strong at configuring and troubleshooting Cisco LAN switches, routers, firewalls, VPN, Meraki & network related problems.
    Should have good experience in configuring and managing VLANs, L2L and Remote Access VPN.

    Should have good experience on Cisco Meraki Wireless or any other vendor.

  • Broad outline of the Role

    • Responsible for driving and monitoring a 24x7 customer facing team providing L1, L2 and L3 technical support in Network/SDWAN/Cloud and security




Minimum Qualifications & Experience
  • Graduate with 7-12 years of experience


Other Knowledge & Skills
  • Excellent customer handling ability.
  • Should have dealt with large team sizes.
  • Experience on building process efficiency
  • Expertise on implementation, installation, integration troubleshooting and overall functionalities.


Key Responsibilities
  1. Monitor and review resolution of customer issues by customer service operations team, analyse productivity and escalation of issues.
  2. Incident management
  3. assign incident manager for critical or escalated faults, manage all customer communication, work with internal stakeholders to ensure timely fault resolution.
  4. Engage with customers, understand their expectations, gather transaction feedback, and ensure closures within the fault window.
  5. Monitor spikes in escalation of tickets.
  6. Devise mechanism to track all escalations and identify root cause of the escalations.
  7. Identify improvement areas in terms of process, people, resources to avoid escalating situations and implement solutions.
  8. Review of performance on a periodic basis and minimize recurrence of incidents basis the past trends.
  9. Share timely feedback with engineering team on customer experience and major issues faced by them. Identify key problem segments and plan changes on a pro-active basis.
  10. Handle L2 escalations and troubleshoot complex network issues.

  11. Configure and maintain routers, switches, and firewalls.
    Monitor network performance using tools and ensure uptime.
    Maintain network security and assist in audits.
    Collaborate with L3 support and cross-functional teams.
    Document configurations and troubleshooting processes.
    Mentor L1 engineers and share technical knowledge.



More Info

Job Type:
Permanent Job
Industry:
Telecom/ISP
Function:
Network Engineering
Employment Type:
Full time

About Company

Tata Communications Limited

Tata Communications is a digital ecosystem enabler that powers today&#8217&#x3B;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&#8217&#x3B;s internet routes and connects businesses to 60% of the world&#8217&#x3B;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&#8482&#x3B;, with our unique promise of delivering secure connected digital experiences.
In 2020, we announced the launch of &#8216&#x3B;Secure Connected Digital Experience&#8217&#x3B; (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: 144922269

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Last Updated: 25-03-2026 06:30:18 AM
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