Sr. Network Engineer

3 days ago

Singapore Tata Communications Full time

Sr. Network Engineer - Service Operations Centre
About Us:
Tata Communications, a comm-tech player, enabling the digital transformation of enterprises globally. With a solution orientated approach and proven managed service capabilities and cutting-edge platforms, Tata Communications drives the next level of intelligence powered by cloud, mobility, IoT, collaboration, security, and network services.
Present in more than 200 countries and territories around the world
Serves over 7,000 customers globally that represent over 300 of the Fortune 500
Connects 4 out of 5 mobile subscribers worldwide.
Connects businesses to 60% of the worlds cloud giants.
Operates the largest wholly owned and most advanced subsea fiber network which underpins the internet backbone, where its network carries around 30% of the worlds internet routes.
About the Function:
The Tata Communications International SOC division's Service Operations Centre operates as the critical, single-point interface for global customers, requiring Customer Service Engineers to provide comprehensive support by managing the full lifecycle of customer incidents and requests. This role demands a proactive and efficient approach, encompassing the receipt, detailed troubleshooting, timely resolution, and when necessary, escalated management of technical issues, all while maintaining a strong focus on delivering exceptional customer service. Engineers will act as the frontline problem solvers, ensuring minimal disruption to customer operations and upholding Tata Communications' commitment to reliable and responsive support.
Key Responsibilities:
Understand customer issues/requirements and record them in the ticketing system.
Troubleshoot to isolate and resolve Level 2 or Level 3 incidents/queries.
Escalate incidents to the next level or partner for resolution within SLAs.
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.
Manage and monitor planned maintenance.
Review and perform impact analysis for changes, execute complex changes, and conduct post-implementation checks.
Participate in technical and design discussions with customers and solution architects.
Train and upskill Level 2 team members.
Technical Expertise Required:
4 to 8 years of telecommunications experience, preferably with a service provider.
Cisco Certified Network Associate / Professional certification and similar-level SD-WAN (Versa/Fortinet/Viptela) certification.
Basic security (Zscaler/Fortinet) related certification is a plus.
Knowledge of IP addressing and routing protocols (BGP, OSPF, etc.).
Knowledge of VPN/IPsec technology.
Understanding of security, firewalls, and proxies is a plus (Fortinet/Zscaler/Palo Alto, etc.).
Knowledge of OSI layers and Layer 1/2 technologies (xDSL, Ethernet, leased lines, wireless).
Excellent oral and written communication skills, team player, and good listening skills.
Coordination skills and result-focused, with the ability to push and escalate when necessary.
Ability to work effectively under pressure.
Proficient with the Microsoft Office Suite.
Excellent aptitude for problem-solving and strong analytical skills.
Ability to learn, demonstrate autonomy, and take initiative.
Qualification:
Bachelors degree in Computer or Electronics & Telecommunications.
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
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.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology and Engineering
Industries: Telecommunications, Computer and Network Security, and IT Services and IT Consulting
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