Customer Service Executive - Network Operations & Support

About Tata Communications

Tata Communications is pioneering advancements in connectivity by integrating cutting-edge innovations in Cloud, Mobility, Internet of Things, Collaboration, Security, Media, and Network services. The company aims to shape a transformed landscape in global communications.

Role Overview

This position involves working as an Enterprise Services Provisioning, Testing, and Migration Engineer to manage the provisioning, configuration, and troubleshooting of access networks and services for enterprise clientele. The role necessitates a robust understanding of Carrier Ethernet, IP routing, and switching technologies along with the ability to handle escalations and support field engineers. Candidates must be hands-on and comfortable with agile processes, stakeholder communications, and flexible working environments that may include secure locations and shift work.

Key Responsibilities

• Provision and configure access networks manually and through automation tools.
• Collaborate with workgroups to enhance network performance by managing outages and migration activities that replace legacy platforms and optimize resources with minimal disruption to end users or customer platforms.
• Investigate and resolve network provisioning failures by diagnosing root causes and suggesting corrective solutions.
• Provide remote support to field engineers for commissioning new services.
• Enhance provisioning workflows to ensure agility and timely delivery.
• Handle team escalations and maintain transparent communication with stakeholders.
• Conduct throughput and performance testing using tools such as Wireshark and Geoprove.
• Troubleshoot enterprise voice provisioning problems including SIP PRI.
• Carry out network validations and support migrations aiming to minimize service interruptions.
• Engage with global customers to provide updates on provisioning and testing progress.
• Work collaboratively with cross-functional teams to deliver comprehensive enterprise network solutions.
• Comply with workplace health and safety (WHS) policies and contribute to a safe working environment.
• Work shifts as required, including in secure rooms where necessary, aligning with Australian business hours (03:30 AM to 12:30 PM IST / 02:30 AM to 11:30 AM IST).

Required Qualifications and Experience

• Demonstrated expertise in Carrier Ethernet, IP management, routing, and switching technologies.
• Familiarity with protocols such as VLAN encapsulation, MPLS, L2/L3 VPN, BGP, OSPF, Static Routing, and IPv4/IPv6.
• Experience operating on diverse vendor platforms, including Huawei U2000, Cisco EPM, Nokia NFM, and TeMIP network management systems.
• Proficiency with access aggregates like Cisco ASR, Juniper, Huawei, and IP access routers including Cisco NCS540, ASR903.
• Experience in enterprise voice switching and provisioning technologies, such as C20, Ribbon SBC, and Ribbon PSX.
• Strong troubleshooting capabilities with the ability to clearly communicate technical issues.
• Hands-on usage of packet tracing and analysis tools like Wireshark and Geoprove.

Preferred Credentials and Abilities

• Possession of certifications such as CCNA or CCNP.
• Flexibility to work independently with adaptable scheduling.
• Effective verbal and written communication skills.
• A proactive "can-do" approach combined with excellent multitasking and time management abilities.

Workplace Health and Safety

Employees are expected to actively uphold workplace health and safety standards, ensuring a secure and compliant work environment at all times.