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Tata Communications is a leading global digital infrastructure provider, enabling enterprises to thrive in a
hyperconnected world. As a trusted partner in digital transformation, the company delivers solutions in
network, cloud, security, mobility, IoT, and collaboration to businesses worldwide.
1. Global Reach: Serving over 7,000 customers globally, including 300 of the Fortune 500 companies.
2. Network Leadership: Our global network carries 24% of the world’s internet routes, with over 7,600 petabytes
of internet traffic traveling across it each month.
3. Industry Recognition: Named a ‘Leader’ for the tenth consecutive year in the 2023 Gartner® Magic Quadrant™
for Network Services (Global)
4. Great Place to Work: Certified as a Great Place to Work® in America, Canada, Greater China, India, UK, Hong
Kong & Singapore
5. Infrastructure: We own 710,000 km of subsea fiber (over 17 times around the equator) and 210,000 km of
terrestrial fiber
6. Voice Traffic Leadership: Carry 53 billion minutes of wholesale voice traffic annually.
7. Official F1 Connectivity Provider: Powering millions of users on Formula1.com and delivering cutting-edge
connectivity for the F1 experience.
We offer exciting career growth, continuous learning, and exposure to cutting-edge technologies. Our
innovation-driven culture, commitment to sustainability, and focus on employee well-being make us a great
place to build a meaningful career.
We are an equal opportunity employer committed to fostering a diverse, inclusive, and equitable workplace.
We celebrate differences and ensure that all qualified applicants receive fair consideration for employment,
regardless of race, colour, religion, gender, gender identity, national origin, disability, veteran status, or any
other legally protected status. We believe that diversity drives innovation, and we are dedicated to creating
a workplace where everyone feels valued, respected, and empowered to contribute their best.
• Our Offerings Products & Solutions - A Digital Ecosystem for You | Tata Communications
• Meet the Leadership Team Leadership | Tata Communications
Designation L2 Network Engineer – Service Operations Center
Location Singapore
Reports to Deputy General Manager - Service Operations Center
No. of Direct
Reportees
Individual Contributor
About the
Function
The TATA Communications Service Operations Centre (SOC) serves as the central,
single point of contact for all clients within the International SOC division. Operating
during APAC business hours, the primary responsibility of the Customer Service
Engineers is to deliver superior customer service by efficiently receiving,
troubleshooting, resolving, escalating, and closing all customer incidents and requests.
About the
Role
This role requires a Subject Matter Expert (SME) primarily responsible for resolving
complex technical issues related to customer solutions and ensuring strict adherence to
Service Level Agreements (SLAs). The SME will also proactively implement measures to
maintain key performance indicators (KPIs), continuously improve customer network
performance, and boost overall Customer Satisfaction (CSAT) levels.
You will be
accountable
for
(Key
Responsibiliti
es)
• Understand customer issues/requirements and record them in the ticketing system.
• Troubleshoot to isolate and resolve Level 2 incidents/queries.
• Escalate incidents to the next level or partner for resolution within SLAs (Service Level
Agreements).
• Perform change management assessments, execute changes, and conduct post-
implementation checks.
• Maintain a history of problems and solutions.
• Run and analyze traffic reports and IP configurations.
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• Coordinate and participate in troubleshooting efforts between departments and vendors.
• Ensure solutions provided to the customer meet requirements, with the objective of
ensuring the design and delivery of complex solutions align with customer needs.
• Review incidents and ensure resolution efficiency to maintain the smooth operation and
maintenance of network components and other specified equipment, driving network
efficiency and availability.
• Maintain quality standards to achieve optimal levels of operation and KPI targets.
• Track and monitor network traffic and performance to ensure minimal interruption to
customer services.
• Monitor vendor performance, particularly regarding critical incidents, delayed cases, and
non-adherence to SLA.
• Support the implementation of any new network updates, planned activities, and change
management.
• Correct network and SOC problems effectively and in a timely manner.
• Drive initiatives, industrialization, and efficiencies to network facilities for improvements
(i.e., enhancements, updates, upgrades, new systems).
• Establish tools and procedures to monitor network performance. Assure platform and
service availability to customers through least-cost routing, thereby ensuring SLA
compliance and QoS (Quality of Service) of the customer services.
Key
Qualification
& Experience
• 3-5 years of relevant experience.
• Bachelor's Degree in Computer, Electronics or Telecommunications is preferred.
• Specifically looking for expertise in: IP Networking / SD-WAN (VIPTELA, VERSA, FORTINET)
and Security (FORTINET).
• Work experience or knowledge in Security, Riverbed, and Cloud-based proxy services
(Zscaler, Prisma) will be an added advantage.
Why Join Us • Opportunity to be a part of a high-growth global SOC function in a rapidly evolving
industry.
• Drive innovation and transformation for some of the world’s leading enterprises.
• Collaborate with a dynamic, ambitious, and customer-focused leadership team.
More Information about us
• What is Tata Communications’ purpose?
Digital technology is empowerment. It is expression. And it is equalising. Its scale and speed touch all
parts of our lives – everyone, everywhere, every day. Technology has created a platform of limitless
opportunity. But for businesses to fully capitalise on the growth opportunities in store, they must
undergo complete and fundamental transformation. They must become truly digital. Tata
Communications exists to facilitate that transformation for positive change – for everyone.
• What does Tata Communications do?
We create and curate robust ecosystems, open infrastructure, and future-proofed platforms to
transform complex services into simple solutions that work for our customers and partners on their
digital transformation journey. Underpinning everything we do is our global network – the world’s largest
and most sophisticated, wholly owned subsea fibre cable network. Today, over 30% of the world’s
Internet routes travel over our network, and we are the only Tier-1 provider in the top five by routes in
five continents across the globe.
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• What is the corporate history of Tata Communications Limited?
Tata Communications Limited (hereinafter referred as Tata Communications) is the new name of VSNL,
which as of January 28, 2008. Prior to this Tata Communications has a history of more than 135 years in
handling the international telecommunications needs of the country.
Tata Communications (as VSNL) was incorporated on March 19, 1986, under the Indian Companies Act,
1956 to take over the activities of the erstwhile Overseas Communication Services (OCS). In February
2002, the Government of India, as per their disinvestments plan, sold 25% of their holding in the
company to the strategic partner. Consequently, the company was taken over under the administrative
control of TATA. It is under the management of TATAs – India’s best-known industrial house – that Tata
Communications is now charting its future course.
Prior to this, The Eastern Telegraph Co. (ETC) of 1872 and the Indian Radio Telegraph Co. (IRT) of 1927
merged to form the Indian Radio and Cable Communications Co. (IRCC) in 1932. The Government of India
took over the IRCC, giving birth to the Overseas Communications Service (OCS), a Government
Department.
• About Tata group
The TATA group founded by Jamsedji Tata in 1868, the Tata group is a global enterprise, headquartered
in India, comprising 30 companies across ten verticals. The group operates in more than 100 countries
across six continents, with a mission ‘To improve the quality of life of the communities we serve
globally, through long-term stakeholder value creation based on Leadership with Trust’. Tata Sons is the
principal investment holding company and promoter of Tata companies. Sixty-six percent of the equity
share capital of Tata Sons is held by philanthropic trusts, which support education, health, livelihood
generation and art and culture. In 2018-19, the revenue of Tata companies, taken together, was USD
113.0 billion (INR 792,710 crore). These companies collectively employ over 720,000 people. Each Tata
company or enterprise operates independently under the guidance and supervision of its own board of
directors. There are 28 publicly listed Tata enterprises with a combined market capitalisation of about
USD 160 billion (INR 11,09,809 crore) as on March 31, 2019. Companies include Tata Consultancy
Services, Tata Motors, Tata Steel, Tata Chemicals, Tata Consumer Products, Titan, Tata Capital, Tata
Power, Tata Advanced Systems, Indian Hotels and Tata Communications.