1 | P a g e

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.

2 | P a g e

• 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.

3 | P a g e

• 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.

1 | P a g e

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 Sr. Solution Architect – Enterprise Business

Location Singapore

Reports to Head – Solution Engineering, APAC

No. Of Peers 4-5

No. of Direct

Reportees

Individual Contributor

About the

Role

This role will be responsible for developing solution architecture for complex solutions in

Network, SDWAN, SASE & Cloud Security domain. This includes technical solution design

and service considerations to increase revenue profitability and market competitiveness.

The Solution Architect will serve as a technical expert on solution design, development,

and implementation requirements, addressing business needs.

Additionally, it will leverage knowledge of the company's products and services to translate

customer requirements into functional, effective, and appropriate solutions for the

prospective customer base in the APAC region.

You will be

accountable

for

(Key

Responsibiliti

es)

• Support the development of business opportunities in conjunction with the sales team. Where

appropriate provide consultancy to aid customers in the development of their requirements.

• Understand customer requirements, assist in the qualification processes and by utilizing the

company's standard product and services portfolio to create a suitable solution in concept.

• Actively participate in the RFI/RFP process and development of the technical aspects of

proposals in line with customer needs, liaising and qualifying with other colleagues as

necessary. Present technical solutions to customers both formally and informally as required

• Author the Technical Sections of Proposals for prospective customers for handover to low

level design.

2 | P a g e

• Participate with sales in winning customer commitment by carrying out specific tasks called

for by the sales campaign plan. Generally, this will include presenting the company's

technical competence and the customer specific technical solution.

• Validate appropriate order documentation initiated by sales prior to submission to the order

desk or in the case of projects, to brief Project Management and Engineering to ensure they

are equipped to deliver the solution.

• Maintain and develop knowledge of telecommunications products and services, specifically

related to an assigned 'Subject Matter Expert' area.

• Provide product knowledge transfer to other members of the sales organization to enhance

their ability to use products to create customer solutions.

• Stay abreast of technical issues, options and advancements within the industry relevant to

the TCL services portfolio.

Behaviours to

display

• Must be able to collaborate across stakeholders – Internally (Product, Marketing; Networks

Team, CSO - Service Management, Billing & Collections, Solutions Team, etc) and Externally

(Marketing Research, Customer forums, Partners, OEM vendor teams, etc.)

• Excellent Communication/Client relationships/ Executive engagements /Strategic planning

/evaluating new account penetration techniques, etc.

• Excellent command on Industry footprints & great product knowledge would be an additional

advantage.

• Highlight DRIVE behaviours – Accountability & Ownership, Collaboration, Innovation & Agility.

Key

Qualification

& Experience

• Bachelors degree in Engineering or related discipline.

• Successful track record in the System Integrator / Telecommunications arena, with 08-12

years of industry experience and demonstrable track record in complex customer solution

wins.

• Ability to formulate thorough and compelling technical solutions documentation including

detailed diagrams for both customer facing and internal use.

• The solution architect must possess good customer communication and presentation skills

with the ability to progress customer relationship to a ‘trusted advisor’ status. Proven ability

is required to assist Sales in strategizing and pitching capabilities and solutions for acquiring

new business and growing existing business.

• Ability to collaborate and work closely with internal Sales, Commercial Management, Product

Management, Bid Management and Engineering Teams to put together winning solutions and

RFP Responses.

• Follow through closed deals and solutions to ensure proper order and timely implementation.

Detail oriented and very thorough and comprehensive Solution Design Document (SDD)

experience required. Ability to self-organize and work within the post sales environment with

Project Management and Service Management as necessary.

• Time Management Skills - Ability to multitask and meet multiple timelines.

• Strong written, oral communication skills (both English and Mandarin) to include presentation

skills, interpersonal skills, and a professional business image. Be smart and presentable.

• Customer focused, Results oriented. Provide a consultative approach to developing customer

solutions and design. Demonstrate a high level of maturity and technical knowledge that

engenders confidence.

• Experience of developing long-term business relationships within key decision makers in large

organizations. Has a level of maturity and technical knowledge that engenders confidence

and is analytical and pragmatic in the understanding of requirements.

• Experience of teaming effectively with others across different disciplines, functions and

organizations. An action-oriented team player with the ability to lead internal and technical

discussions.

Why Join Us • Opportunity to be a part of high-impact, high-growth global solution engineering

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.

3 | P a g e

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.

• 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.