Data Center NOC Support Specialist

Tata Communications Transformation Services (TCTS); Riyadh; On-site; SAR 120,000 - 180,000; Full time

Job summary

Tata Communications Transformation Services (TCTS) in Saudi Arabia is seeking a Service Support / Service Desk / NOC Agent to join the Service Operations & Network Operations Center. You will provide first-line operational and technical support, handling incidents, requests, and reporting in line with ITIL and ISO 20000 standards.

Ideal candidates have 3+ years of L0–L1/L2 service desk or NOC experience, data center colocation and connectivity exposure, and familiarity with service metrics.

Responsibilities

• Receive and respond to inbound customer cases via phone, email, and electronic platforms for Service Requests, Complaint Management.
• Log, categorize, prioritize, and document all cases accurately in the Service Desk / ITSM platform.
• Track incidents and requests from identification through resolution in line with severity definitions and lifecycle workflows.
• Ensure timely resolution or escalation in accordance with SLAs, with proactive customer communication throughout.
• Apply technical skills to resolve Data Center and Connectivity-related issues at the service desk level before escalation.
• Perform initial analysis, diagnostics, and troubleshooting for DC and connectivity services.
• Follow up on complex or escalated incidents to ensure closure and customer satisfaction.
• Analyze and resolve customer complaints in collaboration with internal teams, suppliers, and external stakeholders.
• Maintain a professional, customer-centric approach when handling escalations and difficult situations.
• Utilize approved templates and procedures to ensure accurate data capture and consistent service delivery.
• Identify gaps, inefficiencies, and improvement opportunities in service desk operations and contribute to process enhancement initiatives.
• Develop and publish operational and performance reports using tools such as Power BI, PowerPoint, and dashboards.
• Document incident summaries, resolutions, and procedural updates clearly and accurately.
• Adhere to ITIL and ISO 20000 service management practices; comply with all organizational standards, policies, and procedures.
• Provide on-call and remote support as required, including emergency response outside normal working hours.
• Establish and maintain effective working relationships with internal teams, suppliers, and partner organizations through regular, constructive communication.

Job description

Tata Communications Transformation Services (TCTS) in Saudi Arabia is seeking a Service Support / Service Desk / NOC Agent to join the Service Operations & Network Operations Center. You will provide first-line operational and technical support, handling incidents, requests, and reporting in line with ITIL and ISO 20000 standards.

Ideal candidates have 3+ years of L0–L1/L2 service desk or NOC experience, data center colocation and connectivity exposure, and familiarity with service metrics.