Junior Customer Service Executive - India Operations, New Rollouts and Automation

About Tata Communications

Tata Communications is revolutionizing connectivity by blending innovation with intelligence, propelling the next generation of services including Cloud, Mobility, Internet of Things, Collaboration, Security, Media, and Network services. They are shaping the future landscape of communications.

Role Summary

This position is an operational role that functions under direct supervision, responsible for daily network operations support activities across telecom infrastructure.

Required Qualifications and Experience

The ideal candidate is a graduate with up to two years of relevant experience.

Professional Knowledge and Skills

• Experience in ISP troubleshooting involving Ciena DWDM, Tejas DWDM, Nokia DWDM, Huawei DWDM, and SDH systems.
• Performing equipment software upgrades in coordination with Network Operations Center (NOC) for telecom hardware such as Ciena, Tejas, Nokia, and Huawei.
• Proficient in optical fiber testing and fault detection utilizing tools like OTDR and LSPM, including hands-on fiber splicing executed through machines such as Fujikura.
• Liaising with vendors and IRU partners to ensure enhanced uptime of fiber networks.
• Managing teams and material resources effectively.
• Adhering to organizational compliance processes and managing daily operations through applications including FSM and SNOW.
• Communicating effectively with customers and stakeholders to resolve network issues efficiently and provide timely updates regarding Root Cause Analysis (RCA) and Plan of Action (POA).
• Infra knowledge encompassing SMPS, battery banks like Delta/Emerson (lithium and VRLA types), diesel generators, precision air conditioning (PAC), and infrastructure alarm testing, especially related to IP Colo sites such as ASECND, ATC, and VIL.
• Coordinating with IRU partners to address fiber fault rectifications alongside entities such as TTSL, BIL, and DEPL by regular escalation and meetings.

Key Responsibilities

• Overseeing the maintenance and administration of network tools and equipment.
• Supporting and executing installations as required.
• Managing daily site activities and operational routines.
• Ensuring Service Level Agreements (SLA) are consistently met and proactively maintaining standards.
• Coordinating IRU routes for fiber network management.
• Facilitating COLO IP coordination related to infrastructure tasks.