Lead - Global Service Operations

Job Description

About The Company Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications Job Summary: We are seeking a skilled and proactive Service Operations Center Engineer to support and maintain high-availability telecom services for a leading telecom operator. The ideal candidate will have hands-on experience in Layer 1 and Layer 2 technologies, strong troubleshooting capabilities, and a customer-centric approach to service restoration and incident resolution. Key Responsibilities: Monitor, troubleshoot, and resolve Level 1 and Level 2 issues related to telecom services, including connectivity, latency, and packet loss. Provide L2 support for technologies such as DWDM, SDH, PBB, MPLS-TP, and SR-EVPN. Assist L1 engineers with technical guidance and knowledge transfer. Handle customer communications effectively, including troubleshooting calls and monthly review meetings. Coordinate with cross-functional teams, senior engineers, and external vendors to ensure timely incident resolution. Participate in ad-hoc restoration activities, especially involving submarine cable systems. Proactively identify and address service issues to minimize downtime and improve customer experience. Maintain documentation of incidents, resolutions, and standard operating procedures. Tracking Trouble ticket queues, creating MIS reports, and tracking team KPIs. Required Skills & Qualifications: Hands-on experience with Layer 1 technologies: DWDM, SDH. Strong understanding of Layer 2 technologies: PB, PBB, MPLS-TP, SR-EVPN. Working knowledge of IP technologies and services: MPLS, VPN, Internet Leased Line, SDWAN. Hands-on experience with ITSM tools (ServiceNow). Experience with submarine cable systems and service restoration processes. Excellent troubleshooting skills for network and service-related issues. Strong communication skills for customer interactions and internal coordination. Ability to work in a 24x7 operational environment (if applicable).