Engineer - Access Supplier Operations, Technical Support Center

Tata Communications Limited; Pune District; On-site; INR 600,000 - 800,000; Full time

Job summary

Tata Communications Limited is seeking a Network Operations Center professional to monitor and resolve incidents, coordinate with field teams, and ensure timely restoration across ISP links. The role requires working in a 24x7 shift environment and providing daily incident updates.

The candidate should have basic networking knowledge (routers/switches, protocols) and MS Office skills to maintain incident trackers and reports.

Qualifications

• Experience in monitoring network incidents and ticketing systems.
• Strong basic networking knowledge including routers, switches and common protocols.
• Proficiency in MS Office (Excel basics like Pivot, removing duplicates, formulas).

Responsibilities

• Monitoring daily proactive and reactive incidents.
• Fault isolation and resolution.
• Timely resolution of daily reported incidents.
• Coordinate with field support/RBS to address underlay issues of different ISP links.
• Escalate to internal/external teams to ensure early restoration.
• Work in a 24x7 shift environment and share daily incident tracker.

Job description

• Responsible for monitoring the daily proactive/reactive incident.
• Responsible for the fault isolation Resolution.
• Timely resolution of daily reported incident.
• Coordination with filed support/RBS team to address underlay issues of different ISP links.
• Timely escalation to internal/external teams to ensure early restoration.
• Working in 24*7 shift environment
• Sharing daily incident tracker.
• Ensure efficient and effective technical customer service as per SLAs.
• Proactive Monitoring of network alarms/ Alerts.
• Maximizing network performance through ongoing monitoring and ensuring the closure of Ticket in CRM/SNOW.
• Co-ordination with NOC team for raising technical case.
• Supporting for scheduled Activities on network element.
• Reporting network status to key stake holders.
• Timely handoff (escalation) of cases.
• Working on Trouble Tickets, maintaining KPI and SLA of network (Preferred).
• On time escalations need to be followed, after following proper escalation hierarchy/matrix, for current ongoing network issues.
• Should have hands on experience in basic Internet, MS Office: MS Excel, Word, Access, Ppt. (In Excel knowledge of : like If, Pivot, Sum, Removing Duplicates etc. )
• Knowledge in basics of Transmission, Multiplexers, Demultiplexers, Optical fiber, Patch Cords, BB fiber network, RF, BTS, BSC, MSC, HUB, POP location, Access Part, Dark fiber, Fiber pairs, OTDR preferred.
• Should be able to handle phone calls coming from field operations customer team, should be able to call to field operations and customer team
• Should be able to have good co-ordination with Cross functional teams, within organization (Internally and Externally).
• Should have good Networking knowledge (Router, Switches, Routing protocols, STP, BGP, OSPF, LAG, Switch links, Aggregator Etc.)