Sr. Customer Service Executive - Global Network Operations

About the company

Tata Communications focuses on modern connectivity solutions built around cloud, mobility, internet of things, collaboration, security, media services, and network services. The organization is working toward a more intelligent and connected communications ecosystem.

Role overview

This position is an operational network operations and maintenance role. It involves working with supervision and guidance as needed to deliver reliable outcomes across cable station and submarine network operations.

Experience and qualification

The role is open to graduates with 0 to 4 years of experience. The ideal candidate should hold a bachelor’s degree in Electronics & Communications or an equivalent qualification.

Role purpose

The position is centered on round-the-clock operation and upkeep of wet plant and dry plant equipment at landing stations and submarine cable networks. The incumbent will monitor traffic, investigate faults, support complaint handling, manage planned and unplanned activities, keep updates timely, coordinate with cable stations, NOC teams, vendors, and cross-functional stakeholders, and ensure circuit provisioning, activation, deactivation, and testing are completed correctly.

Key responsibilities

• Operate and maintain cable station equipment and the connected network management systems.
• Support uninterrupted network and traffic availability across cable networks.
• Provision circuits and paths within the cable network.
• Validate and keep restoration paths ready for recovery use.
• Raise vendor call IDs and track them through to corrective action.
• Follow quality audit requirements and JSMD guidelines.
• Create SMW4 trouble tickets and provide accurate, timely updates to consortium members.
• Communicate planned and unplanned events to stakeholders and consortium partners.
• Work closely with cross-functional teams to follow defined operating processes.
• Coordinate with the NOC, other cable stations, and vendors for support and issue resolution.
• Assist the NOC and other cable stations in troubleshooting network faults.
• Prepare and analyze equipment and network performance reports.
• Perform root-cause analysis for repeated or major failures and recommend corrective actions.
• Carry out preventive and corrective maintenance activities.
• Coordinate actively during cable failures, repairs, and restoration efforts.

Technical skills

The role requires knowledge of SDH, DWDM, OTN, SDH protection schemes, submarine cable monitoring, and handling CLS equipment such as SLTE and PFE.

Working conditions

This is a 24x7 shift-based role. The selected candidate should be prepared to work in rotating duties and remain beyond scheduled hours if the situation requires it.

Behavioral expectations

The ideal candidate should communicate well, stay customer-focused, analyze data effectively, generate reports, work toward results, and collaborate well across levels of the organization.

Additional information

The role is based in Mumbai, Maharashtra, India.

It is a full-time, onsite position.

No stipend or salary amount was specified in the source information.

No vacancy count, start date, or application deadline was provided.

No internship duration applies to this role.

The listing does not include any separate perks, allowances, or benefits.