Sr Engineer - 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

Education Qualifications BE/BTech

Certifications Preferrable: CCNA

Experience 3+ Years of experience in relevant field and total experience of 3-5 years

Job Summary

We are seeking an L1 NOC Engineer responsible for continuous network monitoring, incident handling, and first-level troubleshooting with strong hands-on knowledge of FortiGate firewalls, switching, and routing. The role includes operational support, coordination with vendors, documentation, and reporting as part of a Network Operations Center (NOC) environment.

Providing 24/7 shift operational support for a variety of security services and platforms

Monitors the alert queue assigned by L1 and detailed analysis of security alerts

Monitor network links, devices, and IT infrastructure through NMS tools and respond to alerts within SLA.

Perform first level diagnosis for link-down, latency, packet loss, and device reachability issues.

Log, update, and track incidents in the ticketing system and follow escalation matrix.

Coordinate with ISPs and internal teams for quick restoration of services.

Conduct basic troubleshooting: connectivity checks, interface status verification, physical checks with local support teams.

Maintain incident documentation, daily operations reports, and SOP compliance.

Provide timely communication and updates to stakeholders during incidents.

Technical Skills

Basic configuration and monitoring of FortiGate firewalls

Understanding of firewall policies, NAT, VPN, and logs

Assist in rule creation, verification, and troubleshooting

Monitor security events and alerts

Hands-on experience in configuration and troubleshooting routing protocols like BGP, ISIS, OSPF,

Hands-on experience on - Cisco / Fortigate FW

Basic troubleshooting skills on routers, switches, firewalls, and VPN technologies.

Hands-on experience with NMS tools (e.g., SolarWinds, PRTG, Nagios, Zabbix).

Familiarity with diagnostic commands: ping, traceroute, interface checks, port/VLAN verification.

Experience with ticketing systems (ServiceNow, Remedy, Jira).

Good communication, analytical thinking, and ability to work in 24x7 NOC operations.

Preferred certifications: CCNA, Network+, ITIL Foundation (optional).

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.