Sr Engineer - Network Operations & Support

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

Infrastructure Operations \& Service Analyst Role Summary The Infrastructure Operations \& Service Management Analyst is responsible for managing and improving IT infrastructure support services across Infra environments. The role focuses on ticket analysis, incident management, service quality improvement, customer communication, reporting, and executive\-level presentations. Key Responsibilities Infrastructure Operations Support

• Analyze infrastructure alerts and incidents to ensure service availability and stability.

• Coordinate with technical teams for issue resolution and root cause analysis.

• Track recurring issues and recommend preventive actions. Ticket Analysis \& Service Improvement

• Analyze incident, service request, and change tickets.

• Identify trends, recurring issues, and improvement opportunities.

• Monitor SLA compliance and service performance metrics.

• Develop and implement quality improvement initiatives to enhance operational efficiency.

• Prepare dashboards and reports highlighting ticket volumes, service performance, and improvement actions. Incident Management

• Lead and coordinate major incident management activities.

• Drive timely incident resolution and stakeholder communication.

• Conduct post\-incident reviews and Root Cause Analysis (RCA).

• Ensure corrective and preventive actions are tracked to closure.

• Maintain incident management documentation and knowledge articles. Customer \& Stakeholder Communication

• Act as a primary interface between IT operations teams and customers.

• Provide regular updates on incidents, service requests, and improvement initiatives.

• Facilitate customer review meetings and service governance discussions.

• Manage escalations and ensure customer satisfaction through proactive communication. Reporting \& Presentation Management

• Prepare Weekly, Monthly, and Quarterly Operational Reports.

• Create executive\-level PowerPoint presentations (PPTs) for service reviews and management updates.

• Present infrastructure performance, SLA achievements, incident trends, and improvement plans.

• Generate KPI and service performance dashboards for leadership review. Required Skills

• Strong understanding of: OS, DOC\-Infra and IT Infrastructure Operations.

• Knowledge of ITIL processes, especially Incident Management and Service Management.

• Experience in ticketing tools such as ServiceNow, Remedy, Jira, or similar.

• Strong analytical and problem\-solving skills.

• Excellent customer communication and stakeholder management abilities.

• Advanced PowerPoint, Excel, and reporting skills. Ability to prepare and present executive\-level reports. Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.

• ITIL Foundation Certification preferred.

• Experience in Infrastructure Operations, Service Management, or Managed Services environment.

• Knowledge of KPI/SLA reporting and continuous service improvement practices. Key Deliverables

• Weekly Operations Reports and Monthly Service Review Reports

• Preparing QBR Presentations and Customer Communication Updates

• Incident Trend Analysis Reports and Service Quality Improvement Plans

• SLA/KPI Performance Dashboards