Sr. Customer Service Executive - Network Operations & Support

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

Job summary

Tata Communications Limited is seeking a Service Support NOC Agent to provide firstline L0-L1 and partial L2 support in a 24x7 environment. The role emphasizes incident management, connectivity services, and customer satisfaction within ITIL/ISO 20000 frameworks.

The ideal candidate has 8+ years in global service desks/NOC, Data Center experience, and Saudi regional exposure, with ITIL and data center certifications preferred.

Qualifications

• Bachelor's degree in Computer Science or IT.
• Minimum 8 years of L0-L1/L2 service desk or NOC experience in global env.
• Experience in Data Center colocation and connectivity services mandatory.
• Experience in Saudi Arabia or similar regional environments is advantageous.
• ITIL Foundation Certification; Data Center certifications preferred/required.

Responsibilities

• Incident, Request & Case Management in ITSM platform.
• Receive and respond to inbound cases via phone, email, and portals.
• Initial analysis, diagnostics and troubleshooting for DC and connectivity.
• Reporting, communication, governance, and stakeholder management.
• Ensure SLA-aligned timely resolution and customer satisfaction.

Skills

Customer service

Communication

Problem solving

Time management

Teamwork

Education

Bachelor's degree in CS/IT

Tools

ITSM tools

Power BI

PowerPoint

Word

Databases

Job description

Service Support Service Desk NOC AgentFunction Service Operations amp Network Operations Center NOC Industry Data Center Colocation amp Connectivity Services

Role Purpose

The Service Support NOC Agent is responsible for providing firstline L0-L1 and partial L2 operational and technical support to customers and internal stakeholders The role ensures efficient incident problem complaint and service request management in compliance with ITIL and ISO 20000 standards while maintaining high service availability and customer satisfaction

Key Responsibilities

• Incident Request amp Case Management
• Receive and respond to inbound customer cases via phone email and electronic platforms for Incident ManagementService RequestsComplaint ManagementProblem ManagementService Level ManagementLog 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
• Technical Support amp Troubleshooting
• Apply technical skills to resolve Data Center and Connectivityrelated 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
• Complaint amp Stakeholder Management
• Reporting amp Communication
• Compliance amp Governance
• Collaboration amp Relationship Management

Qualifications

Qualifications amp ExperienceEducation Bachelor s degree in Computer Science Information Technology or a related discipline Experience Minimum 8 years of experience providing L0-L1 L2 service desk or NOC support in a global environment Experience in Data Center colocation and connectivity services is mandatory Experience supporting customers in Saudi Arabia or similar regional environments is an advantage Exposure to both DC and Connectivity service domains is strongly preferred Certifications Preferred Required ITIL Foundation CertifiedData Center Professional CDCP or Certified Data Center Facilities Operations Manager CDFOM CompTIA Network and or A Service Desk certifications e g HDI Certified Service Desk Analyst Networking certifications e g Cisco Juniper - advantageousRequired Skills amp CompetenciesTechnical SkillsStrong working knowledge of ITSM tools for ticket creation and management Understanding of enterprise IT environments Microsoft operating systems productivity tools and business applications Experience supporting Data Center and Connectivity services including VDI environments Proficiency in reporting and documentation tools Word PowerPoint Power BI databases Customer Service amp CommunicationExcellent verbal and written communication skills Strong customer service orientation with the ability to manage expectations professionally Superior phone email and electronic communication etiquette Problem Solving amp Time ManagementStrong analytical and troubleshooting abilities Ability to handle multiple incidents simultaneously while prioritizing effectively Punctual organized and reliable across shift operations Interpersonal amp Teamwork SkillsAbility to work collaboratively in a fastpaced 24x7 operational environment Strong interpersonal skills with the ability to build effective working relationships at all organizational levels

Education Bachelor s degree in Computer Science, Information Technology, or a related discipline.Experience Minimum 8 years of experience providing L0-L1 / L2 service desk or NOC support in a global environment.Experience in Data Center colocation and connectivity services is mandatory.Experience supporting customers in Saudi Arabia or similar regional environments is an advantage.Exposure to both DC and Connectivity service domains is strongly preferred.Certifications (Preferred / Required)ITIL Foundation CertifiedData Center Professional (CDCP) or Certified Data Center Facilities Operations Manager (CDFOM)CompTIA Network+ and/or A+Service Desk certifications (e.g., HDI / Certified Service Desk Analyst)Networking certifications (e.g., Cisco, Juniper) - advantageousTechnical SkillsStrong working knowledge of ITSM tools for ticket creation and management.Understanding of enterprise IT environments, Microsoft operating systems, productivity tools, and business applications.Experience supporting Data Center and Connectivity services, including VDI environments.Proficiency in reporting and documentation tools (Word, PowerPoint, Power BI, databases).Customer Service & CommunicationExcellent verbal and written communication skills.Strong customer service orientation with the ability to manage expectations professionally.Superior phone, email, and electronic communication etiquette.Problem Solving & Time ManagementStrong analytical and troubleshooting abilities.Ability to handle multiple incidents simultaneously while prioritizing effectively.Punctual, organized, and reliable across shift operations.Interpersonal & Teamwork SkillsAbility to work collaboratively in a fastpaced, 24x7 operational environment.Strong interpersonal skills with the ability to build effective working relationships at all organizational levels.