Assistant Manager - Global Service Operations

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