Job Description
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 Communications
Position Summary
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)
Soft Skills & Competencies
Ability
to analyze network issues logically and apply systematic troubleshooting
techniques.
Quick
decision-making to restore services within SLAs.
Clear
and professional verbal & written communication to interact with
customers, vendors, and internal teams.
Ability
to explain technical issues to non-technical stakeholders.
Proactively
address customer issues and ensure timely resolution.
Ability
to handle escalations effectively while maintaining professionalism.
Work
efficiently with cross-functional teams, senior engineers, and external
vendors to resolve incidents.
Support
and assist L1 engineers in troubleshooting and knowledge transfer.
