Customer Service Executive - Network Operations & Support

Tata Communications; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading global communications provider is seeking a candidate for a role focused on Level 1 support for telecom services. Responsibilities include diagnosing network incidents, collaborating with stakeholders, maintaining documentation, and driving continuous improvement initiatives. Candidates should possess strong problem-solving skills and a proactive approach to service delivery.

Responsibilities

• Provide Level 1 support for telecom voice, data, and IP-based services.
• Diagnosing & follow up network, transmission, and switching-related incidents within SLA.
• Collaborate with internal and external stakeholders to deliver customer-focused outcomes.
• Maintain accurate documentation of network diagrams, configurations, and incident reports.
• Analyze recurring issues and propose permanent solutions.

Job description

About The Company

Tata Communications Redefines Connectivity with Innovation and Intelligence. Driving 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.

Responsibilities

• Service Support & Troubleshooting
  • Provide Level 1 support for telecom voice, data, and IP-based services.
  • Diagnosing & follow up network, transmission, and switching-related incidents within SLA.
  • Work closely with teams for escalations and root cause analysis.
  • Collaborate with internal and external stakeholders to deliver customer-focused outcomes.
  • Provide expertise in vendor and third-party management to support service delivery.
• Customer & Stakeholder Support
  • Interface with cross-functional teams (NOC, Data center, field operations) to ensure seamless service support.
  • Provide detailed reports on incidents, problem resolution, and service performance.
• Process & Documentation
  • Maintain accurate documentation of network diagrams, configurations, and incident reports.
  • Contribute to knowledge base and best practices for faster resolution.
  • Ensure adherence to ITIL processes (Incident, Problem, Change Management).
  • Prepare technical documentation, reports, and operational guidelines.
• Continuous Improvement
  • Analyze recurring issues and propose permanent solutions.
  • Participate in compliance checks and network optimization initiatives.