Engineer - Global Customer Service Operations

Tata Communications; Mumbai; On-site; INR 400,000 - 800,000; Full time

Job summary

Tata Communications in Mumbai seeks a Residential Engineer to ensure high-quality service delivery, efficient issue resolution, and strong customer satisfaction. You will manage network incidents, perform first-level diagnosis, and coordinate with NOC, field teams, and engineering for rapid resolution.

The role requires clear communication, the ability to handle multiple tasks, and a proactive approach to process improvements, with CCNA preferred for technical validation.

Qualifications

• CCNA certification preferred.
• Strong verbal and written communication.
• Ability to work with technical and non-technical stakeholders.

Responsibilities

• Troubleshoot and support network issues; coordinate with NOC and field teams.
• Maintain timely updates within defined TAT and communicate clearly.
• Escalate critical issues per matrix and ensure on-site support when needed.
• Review processes and analyze performance for service improvements.
• Engage with customers and manage dependencies to minimize delays.

Skills

Problem solving

Customer focus

Strong coordination

Ownership

Work under pressure

Education

CCNA certification

Tools

IP networking

Transmission technologies

Wi-Fi infrastructure

Job description

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 - Residential Engineer

Role Overview

This position is responsible for ensuring high-quality service delivery, efficient issue resolution, and overall customer satisfaction. The role directly contributes to Service Assurance by managing customer incidents, minimizing downtime, and maintaining strong coordination with internal and external stakeholders. The individual is expected to handle technical troubleshooting, customer communication, and process improvements to enhance service performance.

Key Responsibilities

• Technical Troubleshooting & Support
• Strong technical knowledge in IP networking, Transmission technologies, and Wi-Fi infrastructure.
• Perform first-level diagnosis and troubleshooting of network-related issues.
• Minimize service disruptions and ensure seamless connectivity.
• Customer Communication & TAT Adherence
• Provide timely and accurate updates within defined TAT.
• Maintain clear and professional communication.
• Coordination with Internal Teams
• Engage with NOC, Field Teams, and Engineering teams.
• Ensure smooth collaboration and faster issue resolution.
• Customer Dependency Management
• Coordinate for access, approvals, and on-site support.
• Minimize delays due to dependencies.
• Escalation Management
• Identify critical issues and elevate as per matrix.
• Ensure urgent handling of priority cases.
• Certifications & Technical Capability
• CCNA certification preferred.
• Customer Engagement & Review Calls
• Participate in service review meetings.
• Maintain transparency and ownership.
• Process Improvement & Performance Monitoring
• Review processes and analyze performance.
• Suggest improvements for service enhancement.
• Communication Skills
• Strong verbal and written communication.
• Ability to work with technical and non-technical stakeholders.
• Learning & Development
• Continuously develop technical skills.
• Understand complex systems and best practices.

Key Competencies

• Problem-solving & analytical thinking
• Customer-centric approach
• Strong coordination & follow-up
• Ability to work under pressure
• Ownership and accountability