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Associate Director - Solution Engineering

Tata Communications -
Sydney NSW

Apply Now

Job Details

Full-time
1 day ago

Qualifications

Six Sigma Certification
ITIL Certification
Incident management
BMC Remedy
Engineering
ITIL
ServiceNow
AI
Leadership
Lean Six Sigma Certification

Full Job Description

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

Role Summary

We are seeking a senior Solution Architect with strong expertise across Managed Services, Service Delivery, and Field Operations to design and govern end-to-end telecom service lifecycle solutions.

This role requires ownership across network rollout, field delivery, service operations, and service assurance , ensuring seamless alignment between installation, integration, operations, and customer experience outcomes .

Key Responsibilities

1. End-to-End Lifecycle Solution Architecture

Architect solutions spanning full lifecycle:
- Design Build Deploy Operate Optimize
Cover domains including:
- NOC, Service Desk, Field Operations, Network Build & Integration
Ensure solution alignment across:
- Architecture design
- Field deployment feasibility
- Operational sustainability

2. Field Operations, Deployment & Installation Governance (NEW CRITICAL LAYER)

Define and govern field-level delivery models including:
- Site rollout, installation, commissioning, and integration
- Technical acceptance and handover frameworks
Architect processes for:
- RAN site rollout and acceptance
- Transmission and backhaul readiness
- Field maintenance and preventive operations
Establish:
- Site acceptance criteria, quality gates, and validation processes
- First-time-right delivery frameworks and defect reduction strategies
Drive integration between:
- Field engineering teams
- NOC / Service assurance teams
- OEM/vendor teams
Ensure alignment between:
- Build teams (deployment) and Run teams (operations)
Govern:
- Field service SLAs (installation timelines, acceptance KPIs, defect rates)
- Vendor performance and field delivery quality

3. Service Delivery Ownership & Governance

Own end-to-end service delivery model including:
- SLA/OLA frameworks
- KPI tracking and governance
- Executive reporting and dashboards
Define and manage:
- Major Incident Management (MIM)
- Outage governance and escalation frameworks
Ensure architecture decisions are:
- Operationally viable
- Field-delivery aligned
- Customer-experience driven

4. ITIL-Based Service Management

Design ITIL-aligned service lifecycle across:
- Incident, Problem, Change, Service Request, SLA governance
Drive:
- PIR reviews, service quality audits, continuous improvement
Ensure telecom-grade governance including:
- Critical incident handling
- Regulatory and customer reporting requirements

5. Service Assurance & Operational Excellence

Architect service assurance frameworks covering:
- Network outages and large-scale incidents
- Customer experience operations
- SLA compliance and service quality
Embed:
- RCA frameworks (5 Whys, Pareto, etc.)
- Repeat incident reduction programs
- Performance improvement governance

6. Automation, Analytics & AIOps

Design solutions integrating:
- Operational analytics dashboards
- Automated incident workflows
- KPI-driven monitoring systems
Enable:
- Proactive and predictive operations
- Early outage detection and prevention
Drive roadmap toward:
- AI-driven NOC
- Closed-loop automation
- Cognitive service operations

7. Customer Engagement & Service Accountability

Act as single accountable owner for service design and delivery alignment
Lead:
- Customer workshops
- Operational governance forums
- Service performance reviews
Translate customer needs into:
- Solution architecture
- Service delivery frameworks
- Transformation roadmaps

8. Transition, Build & Delivery Alignment

Define and govern:
- Transition strategy (KT, stabilization, ramp-up)
- Field-to-operations handover (critical differentiator)
Ensure:
- Seamless integration between rollout and operations
- Delivery readiness across multi-vendor ecosystems

9. Stakeholder, Vendor & Team Leadership

Manage multi-layer stakeholders:
- Customers, delivery teams, OEMs, regulators
Lead:
- Distributed field teams
- Offshore/onshore delivery models
- Cross-domain service teams

Required Skills & Expertise

Core Competencies

Managed Services + Service Delivery ownership
Strong experience in:
- Field operations (installation, commissioning, acceptance)
- Large-scale telecom rollout environments
Deep ITIL service management expertise
Proven experience in:
- Outage governance
- SLA-driven operations
- Customer experience leadership

Domain Expertise

Mobile Networks: RAN, Transmission, Access Networks
Network rollout & site integration
NOC / Service Assurance environments
Multi-vendor telecom ecosystems

Technical & Operational Exposure

ITSM tools (ServiceNow / Remedy)
Data analytics & dashboarding platforms
Automation frameworks
Field operations tools & workflows

Certifications (Preferred)

ITIL Certification
Lean Six Sigma
Telecom / Cloud certifications (preferred)

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