Lead - Global Service Operations in High Wycombe

About the Company

Tata Communications Redefines Connectivity with Innovation and Intelligence. Driving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications envision a New World of Communications.

Scope of Responsibilities

• Analyse and troubleshoot network devices for IP MPLS on Cisco, Alcatel Lucent, Nokia platforms, and SDWAN networks based on Versa, Fortinet, Viptela platforms, using routing protocols such as BGP, EIGRP, OSPF, ISIS and switching protocols like STP and access lists.
• Resolve network problems and faults, track and establish trends based on pending trouble codes and trouble fix codes.
• Monitor recurring customer issues, forward unresolved issues to expert TAC teams.
• Build tools to automate network management and scale to deliver multiple projects.
• Oversee day‑to‑day operations.
• Manage performance and development of individual contributors.
• Accountable for understanding and managing services across complex ecosystems, cutting across multiple technologies and organizations.
• Monitor customer networks and systems per signed SLA and address issues proactively.
• Adhere to quality standards and maintain customer satisfaction.
• Handle incident management and customer escalation.
• Conduct supplier review calls (monthly/quarterly) and manage supplier escalations.
• Manage internal escalation processes and bridge calls during incidents.

Skills Required

• Strong understanding and troubleshooting skills on technology platforms, capable of diagnosing IP MPLS, transmission technologies (SDH, Ethernet, DWDM, Layer1), direct internet access, voice, mobility and cloud services (AWS, Google, Assure). SDWAN and security knowledge is an additional advantage.
• Hands‑on experience with routers (Cisco, Alcatel Lucent, Nokia), switches (Cisco, Huawei, Nokia), SDWAN devices (Versa, Fortinet, Viptela), transmission platforms (Cisco ASR, Turbine, Ciena, Huawei, Tejas).
• Experience with ServiceNow ITSM ticket system, managing trouble ticket flow, change request management, and problem management modules.
• Experience working with global telecom operators, managing escalations with providers and internal customers, and conducting monthly/quarterly performance reviews.
• Knowledge of internal tools alignment and database rectification as required.
• Project management experience, driving projects to completion within timelines. Strong written and verbal English is required; proficiency in other languages such as Spanish, Mandarin or French is advantageous.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Information Technology

Industries

Telecommunications

Location: High Wycombe, England, United Kingdom