Customer Service Executive - Network Operations & Support

Tata Communications; Eastern Province; On-site; SAR 90,000 - 130,000; Full time

Job summary

Tata Communications is seeking a Network Operations Center (NOC) Engineer - Level 1 to monitor 24x7 Data Center and connectivity infrastructure, detect incidents, and perform basic troubleshooting. You will manage tickets, escalate to L2/L3 as needed, and provide timely updates to stakeholders to maintain service availability and SLA compliance.

Ideal candidates have a basic understanding of DCIM/NMS/OSS, experience with telecom networks, and are willing to work in a 24x7 shift.

Qualifications

• Basic understanding of Data Center infrastructure and/or Telecom Connectivity networks.
• Familiarity with DCIM, NMS, and OSS systems.
• Hands-on in Ciena 6200 (MCP)
• Knowledge of ticketing systems and incident management processes.
• Strong monitoring, analytical, and communication skills.
• Willingness to work in 24x7 shift operations.

Responsibilities

• Monitor infrastructure health and alarms via DCIM and NMS/OSS.
• Create, assign, and track trouble tickets; classify incidents.
• Perform initial troubleshooting and remote fault management.
• Coordinate with internal teams, providers, and carriers.
• Prepare reports and document incidents and resolutions.

Skills

Data Center basics

DCIM familiarity

NMS/OSS knowledge

Ticketing mindset

Communication skills

24x7 shift

Tools

Ciena 6200 MCP

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

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

Network Operations Center (NOC) Engineer - Level 1 (L1)

Domain: Data Centers & Connectivity Infrastructure

Role Purpose

The NOC L1 Engineer is responsible for 24x7 monitoring, incident detection, basic troubleshooting, and escalation support for Data Center and Connectivity infrastructure. The role focuses on realtime surveillance, ticket management, coordination with stakeholders, and operational reporting to ensure service availability and SLA compliance.

Key Responsibilities

Monitoring & Surveillance

• Monitor infrastructure health and alarms through DCIM systems (Data Centers) and NMS/OSS platforms (Connectivity).
• Perform continuous surveillance of network elements including SubSea NMS, IPOPs, IX, OTN, and related systems.
• Identify faults, anomalies, and service degradations proactively.

Incident & Trouble Ticket Management

• Create, assign, dispatch, and track trouble tickets based on alarms and fault notifications.
• Ensure incidents are logged accurately with proper classification and priority.
• Escalate issues to L2/L3 teams as per defined escalation matrices and SLAs.

Troubleshooting & Fault Management

• Conduct initial troubleshooting, fault isolation, and remote fault management based on available tools and procedures.
• Support equipment failure investigations using NMS data and dashboards.

Coordination & Communication

• Liaise with internal teams, service providers, vendors, international carriers, and consortium NOCs as required.
• Provide timely updates to stakeholders during incidents and follow established communication protocols.

Reporting & Documentation

• Prepare and maintain reports on Trouble Tickets, Root Cause Analysis (RCA), fault trends, and operational dashboards.
• Ensure accurate documentation of incidents, actions taken, and resolutions.

Required Skills & Qualifications

• Basic understanding of Data Center infrastructure and/or Telecom Connectivity networks.
• Familiarity with DCIM, NMS, and OSS systems.
• Hands-on in Ciena 6200 (MCP)
• Knowledge of ticketing systems and incident management processes.
• Strong monitoring, analytical, and communication skills.
• Willingness to work in 24x7 shift operations.