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About The Company
Tata Communications is a global provider of telecommunications and network services, dedicated to connecting businesses and consumers worldwide. With a rich history of innovation and excellence, Tata Communications offers a comprehensive portfolio of solutions including cloud, security, mobility, and network infrastructure. The company prides itself on delivering reliable, scalable, and secure connectivity solutions that enable digital transformation for organizations across various industries. Committed to sustainability and corporate responsibility, Tata Communications continually invests in cutting-edge technologies to meet the evolving needs of its customers and maintain its position as a leader in the telecommunications sector.
About The Role
The Customer Network Operations Incident Manager at Tata Communications plays a critical role in ensuring the seamless operation of customer networks. This operational position involves managing and resolving network incidents efficiently to minimize downtime and impact on clients. The role requires a proactive approach to problem-solving, with the ability to work independently while seeking guidance when necessary to deliver high-quality outcomes. The incumbent will be responsible for maintaining strong communication with customers, internal teams, and vendors to ensure swift resolution of issues and adherence to service level agreements (SLAs). This position offers an excellent opportunity for professionals with a background in network operations, particularly those experienced with routing protocols such as BGP, MPLS, and OSPF, to contribute to a dynamic and fast-paced environment.
Qualifications
The ideal candidate will possess a graduate degree with 1-2 years of relevant experience in network operations or customer support. Proven knowledge of routing protocols including BGP, MPLS, and OSPF is essential. Candidates should demonstrate strong problem-solving skills and have prior experience supporting customers in high-availability, 24x7 environments. Familiarity with the latest network technologies, such as VERSA SDWAN, will be considered an advantage. Excellent communication skills, the ability to work under pressure, and a customer-centric attitude are key attributes for success in this role.
Responsibilities
Taking ownership of customer-reported issues and ensuring timely resolution is a primary responsibility. The candidate will be tasked with researching, diagnosing, troubleshooting, and identifying solutions to resolve system or application problems effectively. Following established procedures, they will escalate unresolved issues to the appropriate internal teams while maintaining clear documentation of all incidents and actions taken. The role requires proactive monitoring to ensure SLAs are consistently met, with efforts directed toward minimizing downtime and maximizing customer satisfaction. Additionally, the manager will collaborate closely with technical teams and vendors to facilitate swift problem resolution and contribute to continuous improvement initiatives within the network operations domain.
Benefits
Tata Communications offers a competitive benefits package designed to support the well-being and professional growth of its employees. This includes comprehensive health insurance, retirement plans, paid time off, and opportunities for ongoing training and development. Employees also gain access to a collaborative work environment that promotes innovation, diversity, and inclusion. The company encourages work-life balance and provides resources to support personal and professional advancement, ensuring a fulfilling career experience within a globally recognized organization.
Equal Opportunity
Tata Communications is an equal opportunity employer committed to fostering an inclusive environment for all employees. We do not discriminate based on race, color, religion, gender, sexual orientation, gender identity, age, disability, or any other protected characteristic. We believe diversity enhances our ability to innovate and serve our customers effectively, and we are dedicated to providing equal employment opportunities to all qualified candidates.
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