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Customer Service Executive - Service Delivery & Management

Tata Communications Limited
Pune, India
2-4 Years
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Job Description

I) Position Summary

a. Key Objective / Purpose of the Job

The key objective of the position is to:

  • Ensure seamless functioning of IP Products & Services by validating new developments, enhancements, and fixes through comprehensive User Acceptance Testing (UAT).
  • Maintain service delivery quality by proactively identifying, tracking, and resolving order failures, data integrity gaps, and automation issues by coordinating with crossfunctional and IT support teams.

b. Major Activities

  • Execute UAT for new requirements, enhancements, and fixes related to IP Products/Services across BSS/OSS workflows, ensuring coverage of all functional scenarios.
  • Conduct UAT for autoconfiguration and servicevalidation processes for IP Products/Services, ensuring endtoend service readiness.
  • Perform postproduction deployment sanity checks to confirm successful implementation of enhancements/fixes and mitigate service impact.
  • Identify and analyze productionstuck orders caused by data inconsistencies or automation failures, and coordinate resolution with crossfunctional teams (CFTs) and IT support.
  • Track raised issues to closure, ensuring implementation of permanent fixes wherever applicable.
  • Support rootcause analysis (RCA) for failure cases and follow up with CFT/IT teams for solution deployment.
  • Conduct dataintegrity audits, perform corrections, and support system cleanup activities to maintain accuracy and consistency across platforms.

II) Person Specification

a) Essential Qualifications

  • Bachelor of Engineering/Technology in Telecommunication, Computer Science, or an equivalent discipline.
  • Minimum 2 years of relevant experience in networking, IP services, or related telecom operations.

b) Requisite Skills

  • Technical Skills
    • Strong understanding of network fundamentals, including routing protocols (Static Routing, BGP, OSPF), switching, IP/MPLS, and MPLSbased VPNs.
    • Knowledge or Handson exposure to Python, AI/ML concepts, and automation tools for operational improvement and scripting would be added advantage.

  • Functional Skills
    • Good understanding of telecom systems and operational processes, especially BSS/OSS workflows.
    • Clear grasp of automation logic, service workflows, and system interactions would be added advantage.

  • Behavioral Skills
    • Systematic and structured approach to managing tasks and problem areas.
    • Strong analytical and problemsolving abilities.
    • Effective communication skills for coordination with crossfunctional teams and IT stakeholders.

    c) Work Experience

    • Practical experience in IP network device configuration, testing, and change management activities.
    • Handson configuration and troubleshooting experience on OEM devices such as Cisco, Nokia, Huawei, and Juniper.
    • Exposure to IP/MPLS technologies and MPLSbased VPN solutions (desirable).
    • CCNA or equivalent certifications (Juniper/Nokia) would be an added advantage.
    • Minimum 2+ years of experience in the networking domain.

    • More Info

    Job Type:
    Permanent Job
    Industry:
    Telecom/ISP
    Function:
    Telecommunications
    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: 143733879

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    Last Updated: 02-03-2026 05:40:50 AM
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