Customer Service Executive - Customer Service Operations

**About The Company** Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications **Key Responsibilities** * Operations \& Troubleshooting + Triage and resolve L2/L3 incidents (P1–P3\) for switching \& routing: STP, VLANs, EtherChannel, HSRP/VRRP, OSPF, BGP, EIGRP, static routing. + Diagnose link flaps, MAC/ARP issues, routing loops, asymmetric routing, MTU/fragmentation, blackholing. + Handle WAN/MPLS/SD\-WAN overlays (path selection, tunnel health, QoS policies). * Change \& Configuration + Implement standard and non\-standard changes: VLAN design, inter‑VLAN routing, trunking, BGP peering, route filtering, prefix\-lists, route\-maps, redistribution. + Execute maintenance activities: firmware/IOS upgrades, switch stack/VSF/VSS changes, PoE/device moves. + Create/maintain golden configs, templates, and baselines. * Monitoring \& Documentation + Proactive monitoring via NMS/flow tools; set thresholds/alerts; reduce noise via tuning. + Maintain network diagrams, IPAM, CMDB, port maps, and HLD/LLD updates. + Produce RCA for major incidents and propose prevention measures. * Security \& Compliance + Enforce AAA/TACACS\+/RADIUS, port‑security, DHCP snooping, DAI, BPDU guard, control\-plane policing. + Implement ACLs, uRPF (if applicable), and follow change governance (ITIL). * Collaboration + Partner with L3, Security, DC, Voice, and App teams; coordinate with ISPs/carriers. + Mentor L1 engineers and contribute to runbooks/KB articles. **Required Skills \& Experience** * Experience: 2–4 years in network operations/engineering with core focus on switching \& routing. * Routing Protocols: OSPF (areas, DR/BDR, LSAs), BGP (iBGP/eBGP, attributes, route selection, communities, filtering), EIGRP (if applicable). * Switching: VLANs, STP (RSTP/MSTP), EtherChannel/LACP, trunking, inter‑VLAN routing, HSRP/VRRP/GLBP. * Platforms: Cisco Catalyst/Nexus, or equivalent (Aruba/HPE, Juniper EX/QFX). Familiarity with virtual chassis/stacking. * Tools: CLI (SSH), Wireshark/tcpdump, SolarWinds/PRTG/Zabbix, NetFlow/sFlow, IPAM (Infoblox), ITSM (ServiceNow/Jira). * Security Basics: 802\.1X desirable, port\-security, ACLs, DHCP snooping, storm\-control. * Others: Strong troubleshooting methodology (OSI layering, packet\-flow), solid documentation, change discipline.