Assistant Manager - Service Operations Center (SOC)

Location: Pune (Work From Office)
Experience: 5-8 Years
Shift: 24x7 Rotational Shifts

Role Summary

We are looking for an experienced Assistant Manager - Service Operations Center (SOC) to manage service assurance, incident resolution, and operational performance for enterprise telecom services. The role requires robust technical expertise, effective stakeholder management, and a customer-centric approach to ensure high service availability and SLA compliance.

Key Responsibilities

- Manage end-to-end service operations for MPLS, GVPN, Internet, SD-WAN, and managed connectivity services.
- Lead incident and major incident management activities to ensure timely service restoration.
- Perform Layer 1, Layer 2, and Layer 3 troubleshooting.
- Analyze and resolve network issues involving BGP, OSPF, VPN, TCP/IP, DNS, and NAT.
- Coordinate with customers, service providers, field teams, and internal stakeholders during fault resolution.
- Drive SLA compliance, service assurance, and customer communication.
- Prepare incident reports, RCA documents, and service performance reports.




- Lead problem management and continuous service improvement initiatives.
- Mentor junior engineers and act as an escalation point for critical issues.

Required Skills

- Strong knowledge of MPLS, GVPN, Internet, SD-WAN, WAN, and VPN technologies.
- Experience with routing and switching protocols (BGP, OSPF).
- Knowledge of Incident, Problem, and Change Management processes.
- Experience with tools such as ServiceNow or equivalent.
- Excellent troubleshooting, communication, and stakeholder management skills.

Qualifications

- Bachelor's Degree in Engineering, Telecommunications, IT, or related field.
- 4-8 years of experience in Telecom Service Operations, Service Assurance, Managed Services, or Enterprise Network Operations.
- Preferred certifications: CCNA/CCNP, ITIL Foundation, SD-WAN Certifications.

Additional Requirements

- Willingness to work in 24x7 rotational shifts.
- Comfortable working from office.
- Ability to manage high-priority incidents and customer escalations.

📌 Assistant Manager - Global Customer Service Operations (Pune)
🏢 Tata Communications
📍 Pune