Job Description
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:
Own
technical escalations for the incidents and drive it till resolution
Coordinate
and participate in troubleshooting efforts between Cross Functional teams,
vendors & customers
Acknowledge
escalation, Isolate faults, manage and resolve incidents
Escalate
to resolve incidents within SLA
Support
IM in major incidents
Perform
Root Cause Analysis on the incident and ensure the issue is permanently fixed
to avoid repetition
Upskill
service desk by delivering training, breakout sessions or on the job guidance
Manage
and Implement all type of Customer changes following Change Management
Process
Participation
in the on-call rota
Support
ToP customers
Documentation and updating the knowledge base
Technical Skills
Network &
SD-WAN Expertise: Minimum 8+ years of experience in networking and SD-WAN
(Versa), preferably within a service provider environment. Versa
certification is required.
Cisco Networking
Skills: Strong expertise in Cisco networking, holding at least a CCNP
certification or higher.
Routing &
Switching: Professional-level understanding and hands-on experience with
routing and switching technologies, including OSPF, BGP, EIGRP, VLANs,
STP, and VTP.
MPLS & WAN
Technologies: In-depth knowledge of MPLS, LDP, RSVP, QoS, and traffic
engineering with real-world experience in WAN connectivity and
optimization.
SD-WAN Support: Practical experience supporting
SD-WAN solutions, specifically Versa SD-WAN, including controller
configurations, policy-based routing, application-aware routing, and
troubleshooting.
Security &
Firewall: Understanding of network security principles, including
firewalls, proxy servers, VPNs (IPsec, SSL), and access control policies.
Experience with next-generation firewalls (NGFW) is a plus.
Network
Troubleshooting & Performance Optimization: Proficiency in packet
analysis, performance monitoring tools (Wireshark, SolarWinds, PRTG,
NetFlow, etc.), and network diagnostics.
Professional
/Expert level certification on Network/SDWAN Technologies (CCNP/CCIE etc)
Soft Skills
& Competencies
Problem-Solving
& Critical Thinking - Ability to
analyze complex technical issues, identify root causes, and implement effective
solutions.
Communication
Skills - Strong verbal and
written communication to interact with cross-functional teams, customers, and
vendors.
Customer
Handling & Stakeholder Management - Managing escalations, setting expectations, and ensuring smooth
communication between technical teams and business stakeholders.
Incident &
Crisis Management - Handling
high-priority incidents with efficiency and ensuring timely resolution to
minimize impact.
Adaptability
& Learning Mindset - Staying up
to date with emerging technologies, security trends, and industry best
practices.
Collaboration
& Teamwork - Working effectively
with internal teams, vendors, and customers to achieve seamless network
operations.
Time
Management & Prioritization - Managing
multiple tasks, projects, and escalations effectively without compromising on
quality.
Documentation
& Reporting - Creating clear,
detailed documentation, technical reports, and knowledge base articles for
efficient troubleshooting and process improvements.
