Customer Service Executive – Global Network Operations

About the role

The Customer Service Executive will support Tata Communications' Global Network Operations, ensuring 24x7 availability and performance of wet and dry plant equipment at landing stations and submarine cable networks. The role combines operational monitoring, fault resolution, and coordination with internal and external stakeholders to maintain high service standards.

Key responsibilities

• Operate and maintain cable station equipment and associated Network Management Systems (NMS) on a 24x7 basis.
• Monitor network traffic, perform fault analysis, and execute corrective actions promptly.
• Handle call IDs, manage complaints, and coordinate remedial actions with vendors.
• Provision, activate, deactivate, and test circuits and paths within the cable network.
• Prepare and analyse equipment and network performance reports, including root‑cause analysis of recurring failures.
• Ensure compliance with JSMD guidelines, quality audit processes, and maintain MTTR targets.
• Coordinate with NOC, other cable stations, vendors, and cross‑functional teams during planned and unplanned events.

Required profile

• Proven experience in 24x7 operation and maintenance of submarine cable or similar telecom infrastructure.
• Strong analytical skills for traffic monitoring, fault detection, and root‑cause analysis.
• Ability to work under pressure, manage multiple incidents, and communicate effectively with internal and external parties.

Required skills

• SDH
• DWDM
• OTN
• SDH protection schemes
• Subsea cable monitoring
• CLS equipment handling (SLTE, PFE)
• Network Management Systems (NMS)