Customer Service Executive - Network Operations & Support

Tata Communications Limited; Riyadh; On-site; SAR 120,000 - 160,000; Full time

Job summary

Tata Communications is seeking a Network Operations Center (NOC) Engineer Level 1 in Riyadh to monitor 24x7 Data Center and Connectivity infrastructure, perform basic troubleshooting, and escalate issues as needed. You will manage incidents, maintain tickets, and ensure SLA adherence through precise coordination with stakeholders.

The role requires familiarity with DCIM/NMS/OSS, hands-on experience with Ciena 6200 (MCP), and a willingness to work 24x7 shift patterns.

Qualifications

• Data Center infrastructure knowledge required.
• Familiar with DCIM, NMS, and OSS.
• Hands-on experience with Ciena 6200 (MCP).
• Experience with ticketing and incident management processes.
• Willingness to work 24x7 shift operations.

Responsibilities

• Monitor DC/Connectivity infrastructure health and alarms.
• Create, assign, and track trouble tickets per alarms.
• Perform initial fault isolation and remote troubleshooting.
• Liaise with internal teams, providers, and carriers.
• Prepare reports on tickets, RCA, fault trends, and dashboards.

Skills

Data Center basics

DCIM/NMS/OSS

Ciena MCP

Ticketing systems

Monitoring & analytics

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.