Manager - Global Service Operations
Tata Communications
5 - 10 years
Pune
Posted: 14/08/2025
Job Description
POSITION DESCRIPTION SUMMARY
I) 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, Singapore business hours.
Functions:
Understanding the customer issue /requirement and capture in ticket/system
Support the desk to resolve the issues
Troubleshoot to isolate and resolve the level 3 incidents/queries
Escalate to next level or partner to resolve incidents within SLA
Review and perform the impact analysis for changes, execute the changes complex
followed with post check
Participate in technical and design discussion with customer and Solution
Training and upskilling L2 team members
Coordinate and participate in troubleshooting efforts between departments and vendors
Manage and monitor Planned Maintenance
II) Person Specification:
a) Essential Qualifications: Bachelor's Degree in Computer, Electronics, Telecommunications
b) Requisite Skills:
6 to 8 years telecommunications experience, preferably for a service provider
CCNP/CCIE certification and similar level SDWAN (Versa/Fortinet /Viptela) certification
Any Basic security (Zscaler/Fortinet) -related certification is a plus.
In depth Knowledge of IP addressing, routing protocol (BGP, OSPF etc )
In-depth Knowledge of VPN /IPsec technology
Understanding of security, firewall, the proxy is a plus (Fortinet/Zscaler/Paul Alto etc.)
knowledge of OSI layer and Layer 1/2 technology (xDSL, Ethernet, leased lines, wireless)
Strong customer focus
Excellent oral and written communication skills, team player, good listening skills
Coordination skills and result-focused, requires push and escalate
Work effectively under pressure
Proficient with Microsoft Office Suite
Excellent aptitude for problem-solving and good analysis skills
Ability to learn, autonomy, the capacity of initiative
I) 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, Singapore business hours.
Functions:
Understanding the customer issue /requirement and capture in ticket/system
Support the desk to resolve the issues
Troubleshoot to isolate and resolve the level 3 incidents/queries
Escalate to next level or partner to resolve incidents within SLA
Review and perform the impact analysis for changes, execute the changes complex
followed with post check
Participate in technical and design discussion with customer and Solution
Training and upskilling L2 team members
Coordinate and participate in troubleshooting efforts between departments and vendors
Manage and monitor Planned Maintenance
II) Person Specification:
a) Essential Qualifications: Bachelor's Degree in Computer, Electronics, Telecommunications
b) Requisite Skills:
6 to 8 years telecommunications experience, preferably for a service provider
CCNP/CCIE certification and similar level SDWAN (Versa/Fortinet /Viptela) certification
Any Basic security (Zscaler/Fortinet) -related certification is a plus.
In depth Knowledge of IP addressing, routing protocol (BGP, OSPF etc )
In-depth Knowledge of VPN /IPsec technology
Understanding of security, firewall, the proxy is a plus (Fortinet/Zscaler/Paul Alto etc.)
knowledge of OSI layer and Layer 1/2 technology (xDSL, Ethernet, leased lines, wireless)
Strong customer focus
Excellent oral and written communication skills, team player, good listening skills
Coordination skills and result-focused, requires push and escalate
Work effectively under pressure
Proficient with Microsoft Office Suite
Excellent aptitude for problem-solving and good analysis skills
Ability to learn, autonomy, the capacity of initiative
About Company
Tata Communications is a global digital ecosystem enabler providing networking, cloud, cybersecurity, IoT, and communication services to enterprises and service providers across 190+ countries.
Services you might be interested in
One-Shot Campaign
Reach out to ideal employees in one shot!
The intelligent campaign for reaching out to the ideal audience to whom you can ask for help (guidance or referral).