Customer Service Executive - Network Operations & Support

About Tata Communications

Role and domain

Responsibilities

• Monitor data center infrastructure health and alarms through DCIM systems, and connectivity through NMS/OSS platforms.
• Continuously surveil network elements including SubSea NMS, IPOPs, IX, OTN, and related systems; identify faults, anomalies, and service degradation.
• Create, assign, dispatch, and track trouble tickets from alarms and fault notifications, ensuring accurate incident classification and priority.
• Escalate issues to L2/L3 teams according to escalation matrices and SLAs.
• Perform initial troubleshooting, fault isolation, and remote fault management using available tools and procedures.
• Support equipment-failure investigations using NMS data and dashboards.
• Coordinate with internal teams, service providers, vendors, international carriers, and consortium NOCs; provide timely incident updates.
• Prepare and maintain reports on trouble tickets, root cause analysis, fault trends, and operational dashboards.
• Document incidents, actions taken, and resolutions accurately.

Required skills and qualifications

• Basic understanding of data center infrastructure and/or telecom connectivity networks.
• Familiarity with DCIM, NMS, and OSS systems.
• Hands-on experience with Ciena 6200 (MCP).
• Knowledge of ticketing systems and incident management processes.
• Strong monitoring, analytical, and communication skills.
• Willingness to work in 24x7 shift operations.