Sr. Customer Service Executive - Network Operations & Support

About the Company

Tata Communications positions itself as a connectivity and digital services provider focused on cloud, mobility, IoT, collaboration, security, media, and network solutions. The organization aims to support a more intelligent communications ecosystem.

Role Overview

This position is for a senior customer service professional supporting network operations and maintenance activities. The role combines customer/service coordination with network fault handling, field partner management, and operational validation.

Mandatory Requirements

The role calls for strong written English and communication abilities, along with experience coordinating field partners to ensure maintenance work is completed and verified successfully. Candidates must be willing to work Australian business hours from 1:30 IST to 10:30 IST. A total of 2 to 4 years of experience in telecommunications network environments is required. The role also requires hands-on fault management exposure with transmission equipment and the ability to interpret alarms and determine service impact.

Technical Skills

Preferred knowledge includes a reasonable understanding of broadband networks and the ability to identify the affected segment, such as access, backhaul, or core. Familiarity with support and monitoring tools such as Remedy, Netcool, ServiceNow, Mosaic, Comptel, PWB, Xpetrak, NxT, and Tableau is considered useful. The role also involves reviewing network performance indicators, identifying triggers, and spotting issues that may require maintenance action.

Routine Maintenance Responsibilities

• Create network-at-risk cases, field tickets, and change requests as needed.
• Raise field work orders and coordinate with contractors for execution.
• Provide technical support for on-site maintenance work.
• Carry out modem checks before and after activity.
• Monitor Dropbox and email for operational updates.
• Review completed work and confirm that it has been validated properly.
• Check work outcomes and validate payment claims.

Proactive Maintenance Responsibilities

• Track operational triggers such as service escalations, node health, critical or major severity issues, and the daily flipping list.
• Create and close emergency change requests when required.
• Perform pre- and post-modem checks, verify system status, and confirm issue resolution.
• Handle back-end activities related to modem swaps.
• Validate completed work and support payment claim verification.

Additional Information

The location for this role is Pune Division, Maharashtra, India. No stipend or salary details were provided in the source. No vacancy count, start date, or application deadline was stated.

Eligibility

Applicants should have 2 to 4 years of experience in telecommunications network operations or a closely related environment, with a strong grasp of fault management, field coordination, and service impact analysis. Candidates who can work the specified Australian shift hours and communicate effectively in English are best suited for this role.