Assistant Manager - Network

Tata Communications; Singapore; On-site; SGD 50,000 - 80,000; Full time

Job summary

A telecommunications company in Singapore is seeking a Customer Service Engineer to resolve complex technical issues and ensure adherence to Service Level Agreements. Responsibilities include troubleshooting customer incidents, maintaining network performance, and implementing improvements. The ideal candidate will have over 3 years of experience, with expertise in IP Networking and SD-WAN technologies. The role demands strong problem-solving skills and a commitment to customer satisfaction.

Qualifications

• 3+ years of relevant experience.
• Expertise in IP Networking / SD-WAN (VIPTELA, VERSA, FORTINET) and Security (FORTINET).
• Work experience or knowledge in Security, Riverbed, and Cloud-based proxy services will be an added advantage.

Responsibilities

• Understand customer issues and record them in the ticketing system.
• Troubleshoot to isolate and resolve Level 2 incidents.
• Escalate incidents to the next level for resolution within SLAs.
• Perform change management assessments and execute changes.
• Maintain a history of problems and solutions.
• Track and monitor network performance to ensure minimal interruption.
• Monitor vendor performance regarding critical incidents.

Skills

Expertise in IP Networking

SD-WAN

Security (FORTINET)

Knowledge in Zscaler

Knowledge in Prisma

Problem solving

Customer service

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.

Qualifications

• 3+ years of relevant experience.
• 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.

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.
• 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.