Customer Service Executive – Hybrid Network Services

About the role

The Customer Service Executive will join Tata Communications' Hybrid Network Services team to provide 24x7 monitoring and incident handling for broadband networks. You will work in a rotational shift, including Australia business hours, to ensure service continuity for retail and wholesale customers.

Key responsibilities

• Monitor network events and alarms around the clock and create tickets as required.
• Filter alarms and raise tickets based on defined business rules.
• Correlate tickets, assign them to the appropriate resolver group, and maintain detailed work logs.
• Perform alarm‑event correlation and assess service impact.
• Notify retail/wholesale service providers of incidents and outage notifications.
• Support and execute real‑time change management for planned outages.

Required profile

• 2‑4 years of experience in telecommunications network operations.
• Basic understanding of broadband access technologies such as FTTx and HFC.
• Ability to interpret alarms and identify service impact across access, backhaul, and core segments.
• Strong written English communication skills.
• Willingness to work a 24x7 rotational shift, including early‑morning Australia business hours.
• Possession of an Android phone with version 15 or higher for shift‑related tools.

Required skills

• Netcool
• Remedy
• E6000 (CMTS)
• NxT
• Tableau (knowledge preferred)