Customer Service Executive - Network Operations & Support

About The Company Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications Job Description Network Operations Center (NOC) Engineer - Level 1 (L1) Domain: Data Centers & Connectivity Infrastructure Role Purpose The NOC L1 Engineer is responsible for 24x7 monitoring, incident detection, basic troubleshooting, and escalation support for Data Center and Connectivity infrastructure. The role focuses on realtime surveillance, ticket management, coordination with stakeholders, and operational reporting to ensure service availability and SLA compliance. Key Responsibilities Monitoring & Surveillance Monitor infrastructure health and alarms through DCIM systems (Data Centers) and NMS/OSS platforms (Connectivity). Perform continuous surveillance of network elements including SubSea NMS, IPOPs, IX, OTN, and related systems. Identify faults, anomalies, and service degradations proactively. Incident & Trouble Ticket Management Create, assign, dispatch, and track trouble tickets based on alarms and fault notifications. Ensure incidents are logged accurately with proper classification and priority. Escalate issues to L2/L3 teams as per defined escalation matrices and SLAs. Troubleshooting & Fault Management Conduct initial troubleshooting, fault isolation, and remote fault management based on available tools and procedures. Support equipment failure investigations using NMS data and dashboards. Coordination & Communication Liaise with internal teams, service providers, vendors, international carriers, and consortium NOCs as required. Provide timely updates to stakeholders during incidents and follow established communication protocols. Reporting & Documentation Prepare and maintain reports on Trouble Tickets, Root Cause Analysis (RCA), fault trends, and operational dashboards. Ensure accurate documentation of incidents, actions taken, and resolutions. Required Skills & Qualifications Basic understanding of Data Center infrastructure and/or Telecom Connectivity networks. Familiarity with DCIM, NMS, and OSS systems. Hands-on in Ciena 6200 (MCP) Knowledge of ticketing systems and incident management processes. Strong monitoring, analytical, and communication skills. Willingness to work in 24x7 shift operations.

Basic understanding of Data Center infrastructure and/or Telecom Connectivity networks. Familiarity with DCIM, NMS, and OSS systems. Hands-on in Ciena 6200 (MCP). Knowledge of ticketing systems and incident management processes. Strong monitoring, analytical, and communication skills. Willingness to work in 24x7 shift operations.

Monitoring & Surveillance: Monitor infrastructure health and alarms through DCIM systems (Data Centers) and NMS/OSS platforms (Connectivity). Perform continuous surveillance of network elements including SubSea NMS, IPOPs, IX, OTN, and related systems. Identify faults, anomalies, and service degradations proactively. Incident & Trouble Ticket Management: Create, assign, dispatch, and track trouble tickets based on alarms and fault notifications. Ensure incidents are logged accurately with proper classification and priority. Escalate issues to L2/L3 teams as per defined escalation matrices and SLAs. Troubleshooting & Fault Management: Conduct initial troubleshooting, fault isolation, and remote fault management based on available tools and procedures. Support equipment failure investigations using NMS data and dashboards. Coordination & Communication: Liaise with internal teams, service providers, vendors, international carriers, and consortium NOCs as required. Provide timely updates to stakeholders during incidents and follow established communication protocols. Reporting & Documentation: Prepare and maintain reports on Trouble Tickets, Root Cause Analysis (RCA), fault trends, and operational dashboards. Ensure accurate documentation of incidents, actions taken, and resolutions.