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Manager - Service Assurance

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Date: 19-Feb-2021

Location: Singapore, Singapore

Company: Tata Communications

Job Family Descriptor

  • Responsible to provide L3 Engineer support for all escalated cases from Level1 + Level2 teams. Active involvement in all critical cases.
  • Responsible to provide Subject Matter Expertise to support technical solutions offered to customer covering products/technology like MPLS, SDWAN, routing protocols BGP, OSPF, IPSEC and Riverbed 
  • Work experience/Knowledge on Security, Riverbed and Cloud based proxy services (Zscaler, Prisma) will be added advantage.
  • Responsible for ensuring solutions provided to customer meet requirements with the objective of ensuring design and delivery of complex solutions as per customer requirements.
  • Review incidents and ensure resolution efficiency to ensure smooth operation and maintenance of network components and other specified equipment to drive network efficiency and availability.
  • Maintain quality standards to achieve optimal levels of operation and KPI targets.
  • Tracks and monitor network traffic and performance to ensure minimal interruption to customer services.
  • Ensure adequate monitoring of various network aspects panning across different service and ensuring quick and appropriate resolution of network issues (remote as well as on-field if required).

Level Descriptor

  • May be an individual contributor or may lead a team through application of deep knowledge of one job area or broad knowledge of several job areas within Service Assurance.
  • Identifies problems and updates or modifies working methods in own role without the benefit of defined procedures.
  • May Provide first level of supervisory management to a work team that includes professional roles. May also supervise technical and administrative staff.

Purpose - Broad objective of the role

Operating Network - Key External

Operating Network - Key Internal

Size and Scope of Role - Financial

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Size and Scope of Role - Other size parameters

Minimum qualification & experience

  • Degree / Diploma in Engineering or relevant disciplinary with experience in a technology and / or telecommunications industries
  • At least 5 years relevant working experience in telecommunications networking, network preventive action and network stabilization
  • Familiar with telecom services like SDWAN, IP Networking, Riverbed, IPSEC, MPLS, VPN, UCC Solutions, Security and Cloud based services. Experience in routers and switches  
  • Experience in a highly operational role, responsible for setting objectives and delivering results that have a significant impact within the context of a wider operational area.

Other knowledge/skills

Good communication skills: Must be able to communicate in English 

Key Responsibilities

  • Monitor vendor performance, particularly critical incidents, delayed cases, non-adherence to SLA, etc.
  • Lead implementation for any new network updates, Planned Activities, and change Management.
  • Corrects network and SOC problems effectively and in a timely manner.
  • Drive initiatives, industrialization, and efficiencies to network facilities for improvements (i.e. enhancements, updates, upgrades, new systems).   
  • Establishes tools and procedures to monitor network performance. Assure platform and service availability to the customers, through least cost routing, thereby ensuring SLA compliance and QoS of the customer services.

Technical Competencies

Knowledge / Skills

Communication Skills

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