Customer Service Executive - Service Delivery & Management

About Tata Communications

Tata Communications is transforming connectivity through innovative and intelligent solutions, leveraging Cloud, Mobility, Internet of Things, Collaboration, Security, Media, and Network services to create a new era in communications.

Role Overview

The main goal of this role is to ensure the smooth operation of IP Products and Services by conducting thorough User Acceptance Testing (UAT) for new developments, enhancements, and fixes. This role involves maintaining high service delivery standards through proactive detection and resolution of order failures, data discrepancies, and automation bugs, in collaboration with cross-functional and IT teams.

Key Responsibilities

• Perform UAT for new requirements and updates related to IP Products/Services across BSS/OSS workflows, covering all functional test cases.
• Conduct UAT for auto-configuration and service validation processes to guarantee complete service readiness end-to-end.
• Execute sanity checks post production deployment to verify successful deployment of changes and reduce any adverse service effects.
• Investigate production stuck orders resulting from data issues or automation failures, coordinating closely with cross-functional teams and IT support to resolve these.
• Monitor issue resolution progress to closure, ensuring permanent fixes are implemented when applicable.
• Assist in root cause analysis of failure cases and follow up for timely implementation of solutions with relevant teams.
• Conduct audits on data integrity, perform necessary corrections, and assist in system cleanup tasks to assure accuracy and consistency across platforms.

Candidate Profile

Educational Qualifications: Bachelor of Engineering or Technology in Telecommunication, Computer Science, or similar fields.

Experience: At least 2 years of pertinent experience in networking, IP services, or telecom operations domains.

Technical and Functional Skills

• Comprehensive understanding of network fundamentals including routing protocols such as Static Routing, BGP, OSPF, and switching concepts.
• Knowledge of IP/MPLS and VPN technologies and exposure to automation tools and scripting with Python and AI/ML is advantageous.
• Familiarity with telecom operational systems, particularly BSS/OSS workflows, and automation logic.
• Experience configuring, testing, and managing IP network devices from vendors like Cisco, Nokia, Huawei, and Juniper.
• Exposure to MPLS-based VPN technologies and relevant industry certifications such as CCNA or equivalents are beneficial.

Behavioral Competencies

• Methodical and organized with strong analytical and problem-solving skills.
• Effective communication capabilities to liaise with cross-functional and IT teams.