Assistant Manager - Network

Tata Communications; Singapore; On-site; SGD 60,000 - 85,000; Full time

Job summary

A global communications provider in Singapore is seeking a skilled Customer Service Engineer responsible for resolving complex technical issues, ensuring adherence to SLAs, and improving customer satisfaction. The ideal candidate will have over 3 years of experience in IP Networking and solutions like SD-WAN. This role involves troubleshooting, coordinating with vendors, and driving network performance initiatives. A proactive approach is essential for maintaining optimal service delivery and achieving KPIs.

Qualifications

• 3+ years of relevant experience in customer service and technical support.
• Expertise in IP Networking, SD-WAN, and security solutions.
• Work experience in management of network operations and customer satisfaction.

Responsibilities

• Deliver superior customer service by resolving customer incidents and requests.
• Troubleshoot and escalate incidents for timely resolution.
• Maintain performance metrics and improve customer network performance.
• Ensure adherence to SLAs and achievement of KPIs.

Skills

IP Networking

SD-WAN

Security

Cloud-based proxy services

Job description

Overview

The TATA Communications Service Operations Centre (SOC) serves as the central, single point of contact for all clients within the International SOC division. Operating during APAC business hours, the primary responsibility of the Customer Service Engineers is to deliver superior customer service by efficiently receiving, troubleshooting, resolving, escalating, and closing all customer incidents and requests.

This role requires a Subject Matter Expert (SME) primarily responsible for resolving complex technical issues related to customer solutions and ensuring strict adherence to Service Level Agreements (SLAs). The SME will also proactively implement measures to maintain key performance indicators (KPIs), continuously improve customer network performance, and boost overall Customer Satisfaction (CSAT) levels.

Requirements

3+ years of relevant experience.

Specifically looking for expertise in: IP Networking / SD-WAN (VIPTELA, VERSA, FORTINET) and Security (FORTINET).

Work experience or knowledge in Security, Riverbed, and Cloud-based proxy services (Zscaler, Prisma) will be an added advantage.

Roles & Responsibilities

• Understand customer issues/requirements and record them in the ticketing system.
• Troubleshoot to isolate and resolve Level 2 incidents/queries.
• Escalate incidents to the next level or partner for resolution within SLAs (Service Level Agreements).
• Perform change management assessments, execute changes, and conduct post implementation checks.
• Maintain a history of problems and solutions.
• Run and analyze traffic reports and IP configurations.
• Coordinate and participate in troubleshooting efforts between departments and vendors.
• Ensure solutions provided to the customer meet requirements, with the objective of ensuring the design and delivery of complex solutions align with customer needs.
• Review incidents and ensure resolution efficiency to maintain the smooth operation and maintenance of network components and other specified equipment, driving network efficiency and availability.
• Maintain quality standards to achieve optimal levels of operation and KPI targets.
• Track and monitor network traffic and performance to ensure minimal interruption to customer services.
• Monitor vendor performance, particularly regarding critical incidents, delayed cases, and non-adherence to SLA.
• Support the implementation of any new network updates, planned activities, and change management.
• Correct network and SOC problems effectively and in a timely manner.
• Drive initiatives, industrialization, and efficiencies to network facilities for improvements (i.e., enhancements, updates, upgrades, new systems).
• Establish tools and procedures to monitor network performance. Assure platform and service availability to customers through least-cost routing, thereby ensuring SLA compliance and QoS (Quality of Service) of the customer services.