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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Telecom / ISP |
| Functional Area | General / Other Software |
| EmploymentType | Full-time |
Key accountabilities
Analysing record of events in a fault duration from Colts Fault/ Management System.Perform root cause analysis of the incident.Manage and coordinate with other teams such as Service Assurance and TAC teams for taking inputs for incident reporting.Segregate the tickets for which the outage is accounted for.Interface with Service assurance team from time to time to collate information on fault.Interface with third party / other line operators to gather the reason for outage information.Identify the reason for the outage.Interface with technical support teams at all levels to provide a permanent solution in case of recurring issue.Interface with service management to understand the customer requirement with respect to the fault.Create the reason for outage document for customer service disruption that had occurred.Generate Network Performance report on a case to case basis.Send Emails to customers & update the ticket management system with the detailed reason for outage to the customer.
Supporting operations and business to meet the operational level goals and enhance the customer experienceExecute internal tasks within operation level agreement (OLA) Key performance indicators (financial and non-financial)Identifying the root cause of the incident and generating the incident report.Executing the internal tasks with the operation level agreement.Identifying the corrective actions to avoid reoccurrence of similar faults.Enhancing the customer experience with operations and business. Relationships and key contactsInterface with technical support teams at all levelsInterface with service managementInterface with service delivery
Role specific requirementsSkills & ExperienceA logical approach in understanding technical issues.Good written communication3-5 years NOC/Telco contact centre experience
Candidate should have an experience in handling customer faults/ trouble tickets in a fixed line / broad band telecom service provider contact centre for at least a year and preferably has interfaced with the TAC or level 2 Telco customer support handling faults.
Person specificationStrong communication and interface skills to other functional areas.
Qualifications Engineering Graduate in IT or ElectronicsGraduate /Diploma in IT or ElectronicsCCNA
Behaviours Colt Values & Behaviours Others Be aware of colt information security, business continuity, quality and other ISO or equivalent policies/ industry standards and discharge duties against them as appropriate.
,Keyskills :
root cause analysiskey performance indicatorsfixed lineroot causeaudio masteringcustomer servicecustomer supportservice deliverylogical approachtechnical supportservice assurancemanagement systemservice managementproblem managementnetwork op