Customer Service Executive - Service Delivery & Management

**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 **I) Position Summary** * Key Objective / Purpose of the Job **The Key Objective Of The Position Is To** * Ensure seamless functioning of IP Products \& Services by validating new developments, enhancements, and fixes through comprehensive User Acceptance Testing (UAT). * Maintain service delivery quality by proactively identifying, tracking, and resolving order failures, data integrity gaps, and automation issues by coordinating with cross‑functional and IT support teams. * Major Activities * Execute UAT for new requirements, enhancements, and fixes related to IP Products/Services across BSS/OSS workflows, ensuring coverage of all functional scenarios. * Conduct UAT for auto‑configuration and service‑validation processes for IP Products/Services, ensuring end‑to‑end service readiness. * Perform post‑production deployment sanity checks to confirm successful implementation of enhancements/fixes and mitigate service impact. * Identify and analyze production‑stuck orders caused by data inconsistencies or automation failures, and coordinate resolution with cross‑functional teams (CFTs) and IT support. * Track raised issues to closure, ensuring implementation of permanent fixes wherever applicable. * Support root‑cause analysis (RCA) for failure cases and follow up with CFT/IT teams for solution deployment. * Conduct data‑integrity audits, perform corrections, and support system cleanup activities to maintain accuracy and consistency across platforms. **II) Person Specification** * Essential Qualifications * Bachelor of Engineering/Technology in Telecommunication, Computer Science, or an equivalent discipline. * Minimum 2 years of relevant experience in networking, IP services, or related telecom operations. * Requisite Skills * Technical Skills * Strong understanding of network fundamentals, including routing protocols (Static Routing, BGP, OSPF), switching, IP/MPLS, and MPLS‑based VPNs. * Knowledge or Hands‑on exposure to Python, AI/ML concepts, and automation tools for operational improvement and scripting – would be added advantage. * Functional Skills * Good understanding of telecom systems and operational processes, especially BSS/OSS workflows. * Clear grasp of automation logic, service workflows, and system interactions – would be added advantage. * Behavioral Skills * Systematic and structured approach to managing tasks and problem areas. * Strong analytical and problem‑solving abilities. * Effective communication skills for coordination with cross‑functional teams and IT stakeholders. * Work Experience * Practical experience in IP network device configuration, testing, and change management activities. * Hands‑on configuration and troubleshooting experience on OEM devices such as Cisco, Nokia, Huawei, and Juniper. * Exposure to IP/MPLS technologies and MPLS‑based VPN solutions (desirable). * CCNA or equivalent certifications (Juniper/Nokia) would be an added advantage. * Minimum 2\+ years of experience in the networking domain.