Manager - Global Customer Service Operations

Job Description

TATA Communications Service Operations Centre is the single point of contact for all customers of the International SOC division. Responsible for supporting TATA network & solutions including technical network designs, diagnosing, and resolving complex technical issues in respective areas of Network/SDWAN/Cloud & security/Unified Collaboration etc. This is an operational role, responsible for delivering results that have a direct impact on Day2 services. Self-sufficient, capable of identifying key issues and priorities and focusing on these to deliver required results with minimal direction and supervision. Demonstrate a level of flexibility with in-depth command of all techniques, processes, tools and standards, within the relevant field of specialization.

Responsibilities

Expert in IP network and SDWAN solutions with knowledge on one or more technologies like SDWAN, IP MPLS, Enterprise Data Networks etc.

3rd Line Technical point for providing timely and effective resolution for escalated or complex issues including services, Designs and solution. Supporting technical administration or troubleshooting to ensure the efficient functionality of the solution. Requiring close interlock with 2nd line service assurance teams.

Responsible for the creation and administration of low-level designs and the complex changes in the network for the services provided to the customers.

Close relationship with customer for technical design and services issues. Attendance of service review meetings assessing customer feedback, perceived pain points, providing recommendations and delivery of actions to ameliorate technical service quality issues.

Creation and Validation RCAs and PCA following high severity outages.

Close interlock and support of the cross-function teams for planning and administrating required service improvement plans, sophisticated network migrations and required changes for increased network uptime and improved services.

Assists with the development, revision, and maintenance of Standard Operating Procedures, knowledge base, troubleshooting guidelines and Working Instructions. Supporting Upskilling the service desk by delivering training, breakout sessions or on the job guidance.

Desired Skills

Network & SD-WAN Expertise: Minimum 6+ years of experience in networking and SD-WAN, preferably within a service provider environment. certification is plus.

Routing & Switching: Professional level understanding and hands-on experience with routing and switching technologies, including OSPF, BGP, 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 in SD-WAN solutions, specifically Versa SD-WAN, Fortinet, Cisco SDWAN including configurations, policy-based routing, application-aware routing, and troubleshooting.

Network Troubleshooting & Performance Optimization: Proficiency in packet analysis, performance monitoring tools (Wireshark, SolarWinds, PRTG, NetFlow, ThousandEyes etc.), and network diagnostics.

Professional /Expert level certification on Network/SDWAN Technologies (CCNP/CCIE etc) is plus.

Soft Skills & Competencies

Problem-Solving & Critical Thinking - Ability to analyze complex technical flaws, 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 & Crisis Management - Managing escalations, setting expectations, and ensuring smooth communication between technical teams and business stakeholders.

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.

Base Salary Range: $87,273 - $109,964. The salary may be adjusted within this range based on the candidate's qualifications, experience, and the specific needs of the position Benefits Summary: We offer Medical, Dental and Vision Coverage, as well as a 401k plan, and paid leave under our policies. Other Compensation: The position is eligible for a discretionary bonus.

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