Sr. Customer Service Executive Network Operations & Support

About the Role

Tata Communications is seeking a Service Support / Service Desk / NOC Agent to join their team in Riyadh, Riyadh. This full-time role is responsible for providing first-line (L0-L1 and partial L2) operational and technical support to customers and internal stakeholders, ensuring efficient incident, problem, complaint, and service request management. The position requires 5-10 years of experience and focuses on maintaining high service availability and customer satisfaction in compliance with ITIL and ISO 20000 standards.

Key Responsibilities

• Receive and respond to inbound customer cases via phone, email, and electronic platforms for Incident Management, Service Requests, Complaint Management, and Problem 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, ensuring timely resolution or escalation according to SLAs.
• Apply technical skills to resolve Data Center and Connectivity-related issues at the service desk level before escalation, performing initial analysis, diagnostics, and troubleshooting.
• Analyze and resolve customer complaints in collaboration with internal teams, suppliers, and external stakeholders, maintaining a professional, customer-centric approach.
• Maintain and continuously update knowledge of corporate services, operational processes, and supported technologies, utilizing approved templates and procedures.
• Develop and publish operational and performance reports using tools such as Power BI, PowerPoint, and dashboards, documenting incident summaries and resolutions.
• Adhere to ITIL and ISO 20000 service management practices and comply with all organizational standards, policies, and procedures.
• Provide on-call and remote support as required, including emergency response outside normal working hours.

Technical Support and Troubleshooting

The agent will perform initial analysis, diagnostics, and troubleshooting for Data Center and connectivity services. This includes applying technical skills to resolve related issues at the service desk level before escalation, and following up on complex or escalated incidents to ensure closure and customer satisfaction.

Knowledge Management and Process Improvement

A key aspect of this role involves maintaining and continuously updating knowledge of corporate services, operational processes, and supported technologies. The agent will utilize approved templates and procedures to ensure accurate data capture and consistent service delivery, and will identify gaps, inefficiencies, and improvement opportunities in service desk operations to contribute to process enhancement initiatives.

Collaboration and Compliance

The Service Support / Service Desk / NOC Agent will establish and maintain effective working relationships with internal teams, suppliers, and partner organizations through regular, constructive communication. This role requires working collaboratively across shifts and teams to ensure seamless service continuity, while strictly adhering to ITIL and ISO 20000 service management practices and all organizational standards, policies, and procedures.

Experience and Work Environment

Candidates should possess 5-10 years of relevant experience. This full-time position is based in Riyadh, Riyadh, and may require providing on-call and remote support, including emergency response outside normal working hours.