Assistant Manager - Global Customer Service Operations

Tata Communications Limited; Pune District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Tata Communications Limited is seeking a Network Operations professional to manage and optimize Cisco Meraki SD-WAN infrastructure and related network services in a busy enterprise environment.

The role requires hands-on experience with Catalyst switches, VLANs, routing protocols, and wireless networks, along with strong problem-solving and communication skills for 24x7 operations. This position is suited for Mumbai/Pune region technicians working in a high-availability setting.

Qualifications

• Graduate with 5-9 years of experience in Network Operations or similar role.
• Demonstrated problem-solving skills and ability to work under pressure.
• Experience supporting fast-paced, high-availability, 24x7 environments.

Responsibilities

• Manage day-to-day operations of Cisco Meraki SD-WAN infrastructure.
• Monitor WAN links, VPN tunnels, and network health to ensure service quality.
• Troubleshoot SD-WAN routing, performance, and connectivity issues and implement fixes.
• Administer Cisco Catalyst switches across LAN environments and manage VLANs, STP, and EtherChannel.
• Configure routing protocols and perform switch provisioning, firmware upgrades, and hardware replacement.
• Manage enterprise wireless networks and access points; troubleshoot wireless connectivity and roaming.
• Configure SSIDs, wireless security policies, and guest access.
• Support Zscaler ZIA and ZPA operations, troubleshoot browser access and policy issues.
• Manage URL filtering, access control, and security policies; monitor alerts with management tools.
• Handle incidents and service requests within SLA timelines; perform RCA for major incidents.
• Execute network changes per change management; prepare implementation and rollback plans.

Skills

Cisco Meraki SD-WAN

Cisco Catalyst Switches

BGP

OSPF

EIGRP

VLAN

STP

HSRP

EtherChannel

Wireless LAN

Zscaler ZIA

ZPA

DNS

DHCP

NAT

VPN

Analytical skills

Troubleshooting

Communication

Stakeholder management

24x7 support

Job description

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

1. Manage day-to-day operations of Cisco Meraki SD-WAN infrastructure.
2. Monitor WAN links, VPN tunnels, and network health.
3. Troubleshoot & provide resolution on SD-WAN routing, performance, and connectivity issues
4. Administer Cisco Catalyst switches across LAN environments.
5. Configure and support VLANs, STP, EtherChannel, and routing protocols.
6. Perform switch provisioning, firmware upgrades, and hardware replacement.
7. Manage enterprise wireless networks and access points.
8. Troubleshoot wireless connectivity, roaming, and authentication issues.
9. Configure SSIDs, wireless security policies, and guest access.
10. Support Zscaler ZIA and ZPA operations.
11. Troubleshoot internet browsing, application access, and policy issues.
12. Manage URL filtering, access control, and security policies.
13. Monitor network and security alerts using management tools.
14. Handle incidents and service requests within SLA timelines.
15. Perform root cause analysis (RCA) for major incidents. Execute network changes as per change management process.
16. 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.