Sr Customer Service Executive - Network Operations & Support

About The Company

TSC 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

Experience Level: 5–9 years

Customer-Facing Role: Global Clients/Customers

Role Overview

Core, Mobile and Enterprise Services Provisioning, Testing, and Migration Engineer will be responsible for provisioning, configuring, and troubleshooting access network and services for enterprise customers. The role demands a strong technical foundation in Carrier Ethernet, IP routing, and switching, alongside the ability to manage escalations and support field engineers. This is a hands-on role requiring adherence to agile delivery processes, stakeholder communication, and the flexibility to work in secure environments or shifts.

Provisioning

Key Responsibilities:

Provision and configure access networks manually and through automation tools.
Engage with relevant workgroups to ensure that Outages & Migration activities will improve Network performance, remove legacy platforms, and consolidate Network resources whilst ensuring minimum impact and disruption to End Users and other Customer platforms.
Identify and resolve network provisioning failures, determining root causes and recommending corrective actions.
Support field engineers remotely for commissioning new services.
Optimize provisioning processes for agile and timely delivery.
Manage escalations within the team and ensure clear communication with stakeholders.

Testing And Migration

Perform throughput and performance testing using tools like Wireshark and Geoprove.
Troubleshoot enterprise voice provisioning issues, including SIP PRI.
Conduct network validations and assist in migrations with minimal service interruptions.

Collaboration

Engage with global customers, providing regular updates on provisioning and testing.
Work closely with cross-functional teams to deliver end-to-end enterprise network solutions.
Ensure compliance with workplace health and safety (WHS) policies.

Additional Requirements

Work shift hours as required, including in secure rooms if necessary.

Required Skills And Experience

Strong expertise in Carrier Ethernet, IP management, routing, and switching, DWDM and legacy networks PDH, SDH.
Proficiency in networking protocols such as VLAN encapsulation, MPLS, L2/L3 VPN, BGP, OSPF, Static Routing, and IPv4/IPv6.
Experience in working on various Vendor platforms, Transmission systems and Network management system applications such as 5620SAM, Huawei U2000, Cisco EPM, Alcatel Lucent SDH RM, NFM-T, NMS, Ciena site manager and TeMIP.
Experience working in access aggregates Cisco ASR, Juniper and Huawei, IP access routers CISCO NCS540, ASR903.
Experience with enterprise voice switching and provisioning - C20, Ribon SBC, Ribon PSX.
Excellent troubleshooting skills, with the ability to articulate issues clearly.
Hands-on experience with packet tracing and analysis tools like Wireshark and Geoprove.

Preferred Qualifications

Certifications: CCNA/CCNP
Knowledge of scripting and Excel VBA for automation.
Adaptability to flexible time schedules and the ability to work independently.
Effective verbal and written communication skills.
"Can-do" attitude with excellent time management and multitasking capabilities.

Workplace Health And Safety (WHS) Responsibilities

Actively contribute to maintaining a safe and compliant workplace.
Adhere to all workplace health and safety standards.

Sr Customer Service Executive - Network Operations & Support

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