Assistant Manager - Global Customer Service Operations

Tata Communications Limited; Maharashtra; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Tata Communications Limited is seeking an experienced Network Operations professional in Maharashtra to manage day-to-day Cisco Meraki SD-WAN operations and ensure high availability. You will monitor WAN links, troubleshoot routing and connectivity, and support LAN/WLAN infrastructure in a fast-paced, 24x7 environment.

The role requires a graduate with 5-9 years of experience, strong problem-solving skills, and ongoing awareness of最新 technologies in network services.

Qualifications

• Graduate with 5-9 years of experience.
• Demonstration of problem-solving skills.
• Experience providing customer service in fast-paced, 24x7 environments.
• Maintain awareness of latest technologies in the domain.

Responsibilities

• Manage day-to-day operations of Cisco Meraki SD-WAN infrastructure.
• Monitor WAN links, VPN tunnels, and network health.
• Troubleshoot and resolve SD-WAN routing, performance, and connectivity issues.
• Administer Cisco Catalyst switches across LAN environments.
• Configure and support VLANs, STP, EtherChannel, and routing protocols.
• Perform switch provisioning, firmware upgrades, and hardware replacement.
• Manage enterprise wireless networks and access points.
• Troubleshoot wireless connectivity, roaming, and authentication issues.
• Configure SSIDs, wireless security policies, and guest access.
• Support Zscaler ZIA and ZPA operations.
• Troubleshoot internet browsing, application access, and policy issues.
• Manage URL filtering, access control, and security policies.
• Monitor network and security alerts using management tools.
• Handle incidents and service requests within SLA timelines.
• Perform RCA for major incidents. Execute network changes as per change management process.
• Prepare implementation and rollback plans for network changes.

Skills

Customer service excellence

Analytical thinking

24x7 support experience

Communication skills

Incident & change management

Network operations

Cisco Meraki SD-WAN

Education

Bachelor's degree

Tools

Cisco Meraki SD-WAN

Cisco Catalyst Switches

Zscaler ZIA/ZPA

Routing protocols (BGP/OSPF/EIGRP)

802.11 WLAN

DNS/DHCP/NAT/VPN

Job description

About The Company

Tata Communications Redefines Connectivity with Innovation and Intelligence Driving 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

About The Company

Tata Communications Redefines Connectivity with Innovation and Intelligence Driving 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

Broad outline of the Role

• The role is responsible for managing customer queries and operations. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes.

Minimum Qualifications & Experience

• Graduate with 5-9 years of experience

Other Knowledge & Skills

• Demonstration of problem-solving skills
• Prior experience of providing customer service support in fast paced, high availability, 24X7 environments.
• Maintain awareness of latest technologies in the domain

Key Responsibilities

• Manage day-to-day operations of Cisco Meraki SD-WAN infrastructure.
• Monitor WAN links, VPN tunnels, and network health.
• Troubleshoot & provide resolution on SD-WAN routing, performance, and connectivity issues
• Administer Cisco Catalyst switches across LAN environments.
• Configure and support VLANs, STP, EtherChannel, and routing protocols.
• Perform switch provisioning, firmware upgrades, and hardware replacement.
• Manage enterprise wireless networks and access points.
• Troubleshoot wireless connectivity, roaming, and authentication issues.
• Configure SSIDs, wireless security policies, and guest access.
• Support Zscaler ZIA and ZPA operations.
• Troubleshoot internet browsing, application access, and policy issues.
• Manage URL filtering, access control, and security policies.
• Monitor network and security alerts using management tools.
• Handle incidents and service requests within SLA timelines.
• Perform root cause analysis (RCA) for major incidents. Execute network changes as per change management process.
• Prepare implementation and rollback plans for network changes.

Key Skills

• Cisco Meraki SD-WAN
• Cisco Catalyst Switches
• Routing Protocols: BGP, OSPF, EIGRP VLAN, STP, HSRP, EtherChannel
• Wireless LAN technologies (802.11 standards)
• Zscaler ZIA and ZPA DNS, DHCP, NAT, VPN
• Strong analytical and troubleshooting skills
• Customer-focused approach Incident and change management
• Excellent communication and stakeholder management
• Ability to work in 24x7 support environment
• Experience 5-8 years of experience in Network Operations. Hands-on experience with Cisco Meraki, Catalyst Switching, Wireless LAN, and Zscaler technologies. Experience working in Enterprise or Managed Services environment.