Senior Customer Service Executive - Network Operations & Support

About Tata Communications

Tata Communications is at the forefront of revolutionizing connectivity through innovative and intelligent solutions. Harnessing the power of Cloud, Mobility, Internet of Things (IoT), Collaboration, Security, Media, and Network services, the company envisions creating a New World of Communications.

Role Overview

The Senior Customer Service Executive will be responsible for comprehensive management of Fiber Rollout Project Delivery. This includes planning, execution, managing Right of Way (ROW) processes, supervising material planning and reconciliation (RECO), vendor coordination, stakeholder engagement, and liaising with customers to ensure projects meet deadlines, budget constraints, and quality benchmarks.

Key Responsibilities

• Lead or individually manage Fiber Rollout Project Delivery operations, demonstrating strong leadership and communication to coordinate teams, contractors, and partners.
• Deeply understand the project lifecycle – from initiation to closure – including risk and change management.
• Establish and nurture robust customer relationships through proactive communication and resolving issues efficiently.
• Ensure compliance with project milestones, monthly targets, quality standards, relevant statutory and safety regulations, EHS policies, and industry best practices.
• Monitor progress closely, identify and address risks or bottlenecks related to ROW, material availability, or RECO challenges, implementing corrective strategies.
• Govern vendor and partner performance to ensure they meet contractual duties, quality and SLA standards, and timely resolution of dependencies.
• Conduct quality audits and inspections, ensuring deployments conform to customer and company standards.
• Utilize project management and digital tools for tracking, reporting, resource allocation, material control, and monitoring performance.
• Apply hands-on knowledge of telecom deployment and project tools such as Airtel Works, FF1, Google Earth, Lepton, and other GIS-related applications.

Qualification & Experience

• Graduate with 4 to 9 years of substantial experience in telecom project management or related fields.

Skills and Knowledge Required

• Comprehensive knowledge of Fiber Rollout, FTTx deployment, network infrastructure, and telecom project delivery.
• Expertise in resolving network, infrastructure, and service delivery problems to assure timely project completion and client satisfaction.
• Strong capability to evaluate project risks, identify operational weaknesses, and prepare detailed reports with practical solutions.
• Proficient understanding of telecom technologies, fiber deployment standards, governance frameworks, and quality management.
• Skilled in using project planning, tracking, and reporting tools and adept at managing multiple stakeholders.
• Excellent analytical and problem-solving abilities aimed at driving resolution across varied teams and partners.
• Experience with process optimization, SOP creation, and incorporation of automation to boost operational efficiency.
• Effective communication, presentation, and customer relationship management skills to engage both internal and external stakeholders effectively.