Manager - Global Customer Service Operations

Tata Communications 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

We are seeking an experienced Zscaler L3 Engineer to provide advanced support, administration, troubleshooting, and optimization of Zscaler cloud security solutions. The candidate will act as an SME for Zscaler Internet Access (ZIA), Zscaler Private Access (ZPA), and related network security technologies, supporting global enterprise environments.

Administer and support ZIA, ZPA, ZDX, and Zscaler Client Connector (ZCC).

Troubleshoot complex user access, authentication, SSL inspection, and connectivity issues.

Manage URL Filtering, Cloud App Control, Firewall, ATP, DLP, and Access Policies.

Configure and support GRE/IPSec tunnels, PAC files, and traffic forwarding.

Perform root cause analysis (RCA) for critical incidents.

Work with Zscaler TAC and customer teams for issue resolution.

Conduct security policy reviews and recommend best practices.

Participate in customer meetings and provide technical guidance.

Handle P1/P2 incidents and escalation management.

Review and implement production changes.

Create SOPs, KB articles, and technical documentation.

Coordinate with vendors and internal infrastructure teams.

Tata Communications, culture is represented by our leadership signature- DRIVE AHEAD. It is how we lead, collaborate, and live our values every day. It is defined through six core behaviours:

Accountability & Ownership

Collaboration

Agility

Can-Do Attitude & Growth Mindset

Innovation & Problem-Solving

Continuous Learning & Skill Transformation.

At Tata Communications, you’ll work on real problems and help build solutions that support businesses and communities around the world. Here, we support your growth through meaningful career opportunities, learning, hands-on experience, and the freedom to explore new ideas.

With us, you can build a career with purpose and impact.