Customer Service Executive - Global Network Operations

About the Company

Tata Communications pioneers connectivity by merging innovation with intelligence, delivering advanced solutions powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services, and Network services. The company is ushering in a new era of communication.

Position Overview

The Customer Service Executive will manage and operate the Submarine Cable System, its associated equipment, and the network interfaces connecting transmission facilities such as SDH and DWDM. The role demands 24/7 supervision of the TGN Subsea Cable and related network management systems, including traffic monitoring, fault detection and resolution, complaint handling, and coordination of planned/unplanned network activities with relevant stakeholders.

Key Responsibilities

• Ensure efficient operation and upkeep of TGN submarine cable equipment and related network management system on shift basis 24x7.
• Maintain equipment and traffic uptime for SDH/DWDM networks.
• Coordinate with Cable Landing Stations for network fault troubleshooting and resolution.
• Conduct preventive and corrective maintenance following company guidelines.
• Test and maintain restoration paths to ensure readiness.
• Prepare and analyze equipment and network performance reports on schedule for senior management.
• Coordinate repair efforts and traffic restoration during cable failures.
• Apply vendor-recommended corrective measures to resolve equipment and network issues.
• Manage new equipment installations and upgrades.
• Follow established processes to meet SLAs and KPIs, including traffic uptime and equipment uptime metrics.
• Handle traffic provisioning, management, restoration, preventive network maintenance, fault and complaint management, alarms, and network performance monitoring.
• Ensure compliance with NOC procedures and manage repair and inventory documentation.

Required Qualifications and Skills

• Bachelor of Engineering in Electronics or a comparable degree.
• Prior experience (3-4 years preferred) in managing SubCom wet-plant operations and working knowledge of CIENA 6500, ASN 1620 SLTE, and SubSea NOC environments.