Global Telecom Support

Zensar Technologies; Bengaluru; On-site; INR 2,000,000 - 3,500,000; Full time

Job summary

Zensar Technologies is seeking a Senior Mobility Telecom, Network Operations & Major Incident Lead to provide end-to-end technical and operational leadership for a global Mobility and E-Mobility telecom environment. The role acts as a senior authority, ensuring network stability, coordinating major incidents and driving root-cause analysis across multiple teams and vendors.

The successful candidate will own complex operational issues, support a follow-the-sun model, and guide incident

Responsibilities

• Lead the technical response for high-impact telecom and network incidents across global platforms.
• Coordinate incident bridges with network suppliers, telecom providers, and internal teams to drive rapid resolution.
• Perform advanced troubleshooting across routing, switching, security policies and VPN connectivity to identify root causes.
• Produce clear technical findings and remediation recommendations with risk assessments.

Job description

Job Description:

The Senior Mobility Telecom, Network Operations & Major Incident Lead will provide end-to-end technical and operational leadership for a global retail telecom and network environment supporting Mobility and E-Mobility services.

The role will act as a senior technical authority and operational integrator across internal support teams, network and telecom suppliers, application teams, service providers, business stakeholders and incident-management functions. The successful candidate will be responsible for maintaining network stability, leading the resolution of complex incidents, coordinating major incidents, overseeing infrastructure changes, driving root-cause analysis and improving the overall reliability, security and performance of the service.

The role requires strong ownership across a highly integrated support landscape where telecom, network, payment, loyalty, site systems and central applications cannot be managed as isolated service components.

Responsibilities

Key Accountabilities

1. Global Telecom and Network Operations

• Provide senior technical and operational leadership for global Mobility and E-Mobility telecom infrastructure.
• Maintain end-to-end oversight of network connectivity and associated infrastructure across retail sites, backbone services, data centres, third-party networks and externally managed connectivity services.
• Monitor the health, availability, performance and security of the telecom environment using enterprise and vendor monitoring platforms.
• Analyse monitoring alerts, operational events and service degradation indicators to determine business impact and initiate the appropriate response.
• Ensure incidents affecting routers, switches, firewalls, load balancers, VPN tunnels and associated connectivity components are correctly triaged and assigned.
• Maintain ownership of complex operational issues until resolution or until a complete and formally accepted handover has been performed.
• Support a global, follow-the-sun operating model, including participation in on-call, weekend and public-holiday support arrangements.
• Provide technical guidance to operations teams handling site-level, multi-site and infrastructure-wide disruptions.

The contract identifies global telecom monitoring, real-time infrastructure visibility, incident notification and escalation as core components of the service. It also covers routers, switches, firewalls, VPN tunnels, load balancers, backbone infrastructure and vendor-managed telecom services.

2. Incident and Major Incident Management

• Lead the technical response for high-impact single-site, multi-site and global service incidents.
• Coordinate incident bridges involving network suppliers, telecom providers, application teams, site-support teams, service managers and business stakeholders.
• Perform initial and advanced technical triage to establish incident scope, affected services, market impact, urgency and priority.
• Ensure incidents contain sufficient diagnostic and business-impact information before escalation.
• Coordinate the creation and progression of incident and major-incident records in the relevant service-management platform.
• Manage P3 and P4 major incidents and support the designated incident-command function during P1 and P2 major incidents.
• Establish clear ownership across resolver groups and ensure suppliers engage within their contractual responsibilities.
• Schedule and lead technical calls when required to accelerate investigation and recovery.
• Maintain an accurate incident chronology, including decisions, actions, ownership, dependencies and restoration progress.
• Confirm service restoration through monitoring tools, resolver-group evidence or confirmation from the reporting party before closure.
• Ensure incident, recovery and closure communications are distributed to the appropriate internal and external stakeholders.
• Support incident managers by translating complex technical findings into clear operational and business-impact statements.

The scope requires first-level incident management, major incident management, prioritisation, ticket creation, supplier escalation, technical-call coordination, service-restoration confirmation and communications throughout the incident lifecycle.

3. Advanced Troubleshooting and Technical Investigation

• Lead technical investigation of complex, recurring or high-impact telecom and network issues.
• Perform full-stack troubleshooting across the network path, including routing, switching, firewall policies, VPN connectivity, traffic flows, network security controls and dependent services.
• Use packet-capture and network-analysis tools to isolate faults at packet and protocol level.
• Analyse network traffic, device events, application logs, site-system logs and monitoring data to identify hard-to-detect issues.
• Develop and test technical hypotheses using available operational evidence.
• Coordinate cross-supplier troubleshooting where ownership or fault location is unclear.
• Determine whether failures originate within site infrastructure, telecom connectivity, network backbone, security services, vendor platforms, application services or third-party interfaces.
• Produce clear technical findings, recommended remediation actions and risk assessments.
• Provide technical direction to less-experienced engineers and operations analysts during critical incidents.

The contract specifically requires advanced troubleshooting, traffic analysis, packet-level investigation, knowledge of multiple routing protocols, network design expertise and analysis of site-system and application logs.

4. Root-Cause and Problem Management

• Lead Root Cause Analysis for significant telecom, network and third-party incidents.
• Ensure root-cause documentation clearly describes the failure, contributing factors, business impact, recovery actions and preventive measures.
• Challenge incomplete or unsupported root-cause statements provided by suppliers.
• Track corrective and preventive actions through to verified completion.