Sr. Customer Service Executive Network Operations & Support

About Tata Communications

Tata Communications is a global digital ecosystem enabler that redefines connectivity with innovation and intelligence. The company drives the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services, and Network services, envisioning a New World of Communications.

The Role

This full-time role is for a Sr. Customer Service Executive Network Operations & Support within the Service Operations & Network Operations Center (NOC) function, specifically in the Data Center Colocation & Connectivity Services industry. The position is based in Riyadh, Saudi Arabia, and requires 5-10 years of experience.

Role Purpose

The Service Support / NOC Agent is responsible for providing first-line (L0-L1 and partial L2) operational and technical support to customers and internal stakeholders. This 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

• 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 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 in accordance with 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.
• 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, maintaining a professional, customer-centric approach.
• 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 and 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 relevant experience in a service support, service desk, or NOC agent role.
• Demonstrated technical skills in Data Center and Connectivity-related services.
• Familiarity with ITIL and ISO 20000 standards.
• Proficiency in using Service Desk / ITSM platforms.
• Experience with reporting tools such as Power BI and PowerPoint.