Sr. Customer Service Executive - Cloud & Security Network Operations

Tata Communications; Pune District; On-site; INR 800,000 - 1,500,000; Full time

Job summary

Tata Communications in Pune requires an experienced professional with 3+ years in IT service incident management and vendor management. The role covers NAC, network security, and related tooling to manage incidents and compliance across enterprise networks.

The ideal candidate will have CCNA-level foundations, FSCA training, and strong communication skills to coordinate with operations and engineering teams. The position involves hands-on NAC monitoring and assurance activities.

Qualifications

• Minimum CCNA level certifications/skills.
• FSCA certification or FSCA training mandatory.
• Experience in IT Service Incident Management.
• Vendor management exposure.
• Strong communication skills essential.

Responsibilities

• Provide IT service incident management support and incident audit trails.
• Coordinate NAC-related activities with L1/L2 teams and vendors.
• Monitor NAC enforcement, subnet reconciliation, and access control compliance.
• Handle NAC1/2 issues and incidents with operations/engineering teams.
• Maintain documentation, dashboards, and reports for NAC activities.
• Support BX engineering in automation for NAC activities.
• Coordinate password rotation and system account hygiene.
• Ensure BAU NAC requests are unblocked and tracked.

Skills

Networking basics

Network Security

Network Access Control

Strong communications

FSCA Certification

Incident handling

NAC Monitoring

Tools

Splunk

Cisco ISE

ServiceNow

Jira

Ansible

CyberArk

Forescout

MS Office

Job description

Job Summary

3+ years of experience in IT Service Incident Management, Vendor Management

Responsibilities

• Basic networking knowledge with minimum CCNA level certifications/skills
• Strong exposure to Network Security and in particular Network Access Control
• Should have knowledge of all or some of below tools to perform there job
• Splunk, Essas, Cisco ISE, Cisco Prime NEs(Router, Switches, Wireless controller, (Firewalls, ACI Fabrics etc), Netrequest, Cyberark, Forescout (Enterprise manager appliances), Spectrum(monitoring), Dx Netops, Ansible, SPDW, MS Office, Service Now, Jira)
• Strong communications skills
• FSCA Certified or FSCA training minimum
• 1st Line of defence, handling issues through emails, Teams, creating incident audit trails, self-help digital FAQs
• Proactive Monitoring of NAC (Few examples: NAC switches and errors)
• Incident troubleshooting and management. Few Examples: (NAC errors resolution and fulfilling/supporting any NAC related misc request from Operations/Engg./fulfilment) using available Bx tool
• Manual NAC subnet reconciliation
• Manual Temporary/permanent (~600/1000 per year) whitelisting
• Monitoring of NAC Enforcements
• BAU - unblock NAC requests
• NAC accounts/access compliance audits managements(reports/dashboards/documentations)
• NAC Switch errors Reports NAC audit logs extractions
• Co-ordination with existing L1 Vodafone for retail branch NAC1 issues with L1 TCS for any NAC1/2 issues/incidents
• System account password rotation
• NAC Compliance checks, reports audit logs management (daily/weekly/monthly)
• Support the Bx teams doing automation for various NAC activities/monitoring
• After any development/automation signed-off by BX engg./N/w the deployment maintenance will be owned by L1/L2