Customer Service Executive - Hybrid Network Services Customer Service Operations

About the Company

Tata Communications is focused on building a more connected future through advanced digital infrastructure and communication solutions. Its offerings span cloud, mobility, IoT, collaboration, security, media services, and network services.

Role Overview

This position supports network service operations through continuous monitoring, incident handling, and coordination across resolver teams. The role is centered on maintaining service visibility, raising alerts and tickets, and helping manage planned outages effectively.

Key Responsibilities

• Monitor network alarms and events around the clock and create tickets as required.
• Apply business rules to filter alarms and log the appropriate incidents.
• Correlate tickets and route them to the correct support or resolver group.
• Carry out alarm-event correlation and assess how incidents affect services.
• Inform retail and wholesale service providers about outages and incident updates.
• Support the real-time change management process for planned outages.
• Keep detailed work logs for every ticket handled.

Experience and Skills

The role calls for 2 to 4 years of experience in a telecom or network operations environment. Candidates should understand telecom network basics, be familiar with access technologies such as FTTx and HFC, and know how to interpret alarms to determine service impact. Strong written English and communication ability are important. Familiarity with Netcool, Remedy, E6000 (CMTS), NxT, and Tableau is preferred. A practical understanding of broadband networks and the ability to identify whether a fault lies in access, backhaul, or core segments is also expected.

Shift Details

This is a 24x7 rotational shift role. The schedule includes Australia business hours, with shifts running from 2:30 AM to 11:30 AM.

Additional Requirement

Applicants must have an Android phone running version 15 or above.