Sr. Customer Service Executive Network Operations & Support

About Tata Communications

Tata Communications is focused on redefining connectivity through innovation and intelligence. The company aims to drive the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media, and Network services, envisioning a New World of Communications.

Role Overview

The Sr. Customer Service Executive Network Operations & Support, based in the Eastern region, is responsible for providing first-line (L0-L1 and partial L2) operational and technical support to customers and internal stakeholders. This full-time role focuses on efficient incident, problem, complaint, and service request management, ensuring compliance with ITIL and ISO 20000 standards, while maintaining high service availability and customer satisfaction. The position requires 5-10 years of experience.

Key Responsibilities

• Receive and respond to inbound customer cases via phone, email, and electronic platforms for incident management, service requests, complaint management, problem management, and service level management.
• Log, categorize, prioritize, and accurately document all cases 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, maintaining proactive customer communication.
• 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.
• Maintain and continuously update knowledge of corporate services, operational processes, and supported technologies.
• 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.
• Work collaboratively across shifts and teams to ensure seamless service continuity.

Experience and Qualifications

• 5-10 years of experience in a relevant field.
• Demonstrated ability to provide L0-L1 and partial L2 operational and technical support.
• Proficiency in incident, problem, complaint, and service request management.
• Familiarity with ITIL and ISO 20000 standards.
• Technical skills for resolving Data Center and Connectivity-related issues.

Work Environment

This is a full-time position located in the Eastern region. The role requires collaboration with various internal and external stakeholders and may involve on-call and remote support outside of standard working hours.

Application Process

Interested candidates are encouraged to apply for this role to contribute to Tata Communications' vision of a New World of Communications.