Junior Customer Service Executive – Operations

About the role

The Junior Customer Service Executive will support day‑to‑day customer service operations for Tata Communications. Working under direct supervision, the role ensures network services meet agreed service levels and provides first‑line troubleshooting for WAN issues.

Key responsibilities

• Maintain daily operational activities and routines.
• Achieve and proactively maintain SLA targets.
• Monitor WAN links, routers and network devices using NMS tools on a 24x7 basis.
• Perform Level 1 and Level 2 troubleshooting for WAN outages, latency, packet loss and performance issues.
• Log, track and manage incidents and service requests through ticketing tools in line with SLAs.
• Coordinate planned activities, maintenance windows and downtimes.
• Maintain network documentation, SOPs and shift handover notes.
• Identify, troubleshoot and resolve WAN‑related incidents (MPLS, Internet Leased Line, SD‑WAN, VPN, etc.).

Required profile

• Operates under direct supervision in a fast‑paced environment.
• Demonstrates strong attention to SLA compliance and proactive issue management.
• Capable of handling 24x7 monitoring and incident escalation.

Required skills

• WAN monitoring and troubleshooting
• Routers and network device management
• NMS (Network Management System) tools
• MPLS
• Internet Leased Line
• SD‑WAN
• VPN