Tata Communications is a leading global digital infrastructure provider, enabling enterprises to thrive in a hyperconnected world. As a trusted partner in digital transformation, the company delivers solutions in network, cloud, security, mobility, IoT, and collaboration to businesses worldwide.
- Global Reach: Serving over 7,000 customers globally, including 300 of the Fortune 500 companies.
- Network Leadership: Our global network carries 24% of the world's internet routes, with over 7,600 petabytes of internet traffic traveling across it each month.
- Industry Recognition: Named a Leader for the tenth consecutive year in the 2023 Gartner Magic Quadrant for Network Services (Global).
- Great Place to Work: Certified as a Great Place to Work in America, Canada, Greater China, India, UK, Hong Kong & Singapore.
- Infrastructure: We own 710,000 km of subsea fiber (over 17 times around the equator) and 210,000 km of terrestrial fiber.
- Voice Traffic Leadership: Carry 53 billion minutes of wholesale voice traffic annually.
- Official F1 Connectivity Provider: Powering millions of users on Formula1.com and delivering cutting-edge connectivity for the F1 experience.
About the Function:
The TATA Communications Service Operations Centre (SOC) serves as the central, single point of contact for all clients within the International SOC division. Operating during Singapore business hours, the primary responsibility of the Customer Service Engineers is to deliver superior customer service by efficiently receiving, troubleshooting, resolving, escalating, and closing all customer incidents and requests.
About the Role:
This role requires a Subject Matter Expert (SME) primarily responsible for resolving complex technical issues related to customer solutions and ensuring strict adherence to Service Level Agreements (SLAs). The SME will also proactively implement measures to maintain key performance indicators (KPIs), continuously improve customer network performance, and boost overall Customer Satisfaction (CSAT) levels.
Key Responsibilities:
- Understand customer issues/requirements and record them in the ticketing system.
- Troubleshoot to isolate and resolve Level 2 incidents/queries.
- Escalate incidents to the next level or partner for resolution within SLAs (Service Level Agreements).
- Perform change management assessments, execute changes, and conduct post-implementation checks.
- Maintain a history of problems and solutions.
- Run and analyze traffic reports and IP configurations.
- Coordinate and participate in troubleshooting efforts between departments and vendors.
- Ensure solutions provided to the customer meet requirements, with the objective of ensuring the design and delivery of complex solutions align with customer needs.
- Review incidents and ensure resolution efficiency to maintain the smooth operation and maintenance of network components and other specified equipment, driving network efficiency and availability.
- Maintain quality standards to achieve optimal levels of operation and KPI targets.
- Track and monitor network traffic and performance to ensure minimal interruption to customer services.
- Monitor vendor performance, particularly regarding critical incidents, delayed cases, and non-adherence to SLA.
- Support the implementation of any new network updates, planned activities, and change management.
- Correct network and SOC problems effectively and in a timely manner.
- Drive initiatives, industrialization, and efficiencies to network facilities for improvements (i.e., enhancements, updates, upgrades, new systems).
- Establish tools and procedures to monitor network performance. Assure platform and service availability to customers through least-cost routing, thereby ensuring SLA compliance and QoS (Quality of Service) of the customer services.
Key Qualification & Experience:
- 3-5 years of relevant experience.
- Bachelor's Degree in Computer, Electronics or Telecommunications is preferred.
- Specifically looking for expertise in: IP Networking / SD-WAN (VIPTELA, VERSA, FORTINET) and Security (FORTINET).
- Work experience or knowledge in Security, Riverbed, and Cloud-based proxy services (Zscaler, Prisma) will be an added advantage.
Perks and benefits:
We offer a competitive salary and a comprehensive benefits package that includes:
- Family healthcare
- Annual Bonus
- Flexible benefits program
- Mobile allowance & Business Travel Reimbursement
- Paid time off (including annual leave, medical leave, and other forms of leave)
We foster a work culture that values:
- Strong work ethic
- Open communication
- Collaboration
- Work-life balance
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
