Job highlights

- Bachelor's in Engineering/Telecom/IT with 4-8 years in Telecom Service Operations; expertise in MPLS, GVPN, SD-WAN, BGP, OSPF, TCP/IP, ServiceNow; CCNA/CCNP, ITIL, SD-WAN certifications preferred
- Manage end-to-end service operations, lead incident and major incident management, perform Layer 1-3 troubleshooting, coordinate fault resolution, drive SLA compliance, prepare reports, lead problem management, mentor junior engineers

Location: Pune (Work From Office) Experience: 5-8 Years

Shift: 24x7 Rotational Shifts

Job 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 solid technical expertise, effective stakeholder management, and a customer-centric approach to ensure high service availability and SLA compliance.

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.

Skills

- MPLS
- GVPN
- SD-WAN
- WAN
- VPN
- BGP
- OSPF
- TCP/IP
- ServiceNow

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