Sr Customer Service Executive - Network Operations & Support

Job Description

Job Family Descriptor

1. Position

PurposeThe main purpose of the role Service Assurance Head is management of staff, ensuring that services and uptime of links are delivered according to agreed contracts (follow-up on set KPIs), involvement (or responsibility) in improving the processes and methods within the relevant area. Providing support & guidance to Circle team for achieving KPIs /SLAs. Providing inputs to planning team for upgrading /enhancement of Transmission / Microwave/UBR Network .Following all Customer Compliances across all Circles under MS agreement .Broad outline of the RoleProfessional Competence

• Excellent knowledge of Transport Technologies, Network Architecture of Data/Voice Transmission Network, Microwave, UBR DWDM, Mobility (2G,3G,4G), OTN architecture and applications, Traffic Dimensioning and co-ordination with Core/Access Network, Performance & Characteristics of Transport Network Nodes, Network Security & IP Networking knowledge.Bandwith Testing & Troubleshooting.
• Excellent knowledge of technology standards and the appropriate hardware and Software forTransport network.
• Hands-on experience on ONT, OLT Ring Or Backhaul Upto next Aggregation and Feeder and Distribution Fiber Path. Router Configuration troubleshooting of CPE Routers .
• Must have a sound knowledge of Telecommunications technology, processes and fundamentals as well as a good understanding of the emerging technologies
• Certifications: ETOM/ ITIL or equivalent / People Mgmt. / Transport certifications (DWDM, OLT, ONT etc.) or other IP related certifications CCNA/CCNP will be an added advantage

Purpose - Broad objective of the roleHuman Competence

• • Strong leadership capabilities and be able to motivate and lead teams
  • Should be creative, innovative and an achiever with positive attitude
  • Ability to adapt to changes and working in stressful environment

Business Competence

• Operator knowledge: Knowledge of Operator environment is required to work and represent the company effectively.

• Stakeholder Orientation: Knowledge about internal as well as external stakeholders, and awareness of their situation and needs.

• Business Orientation: Business and financial awareness to ensure understanding of the implications that various courses of action will have on costs and revenues.

Operating Network - Key ExternalOperating Network - Key InternalSize and Scope of Role - FinancialSize and Scope of Role - No. of direct reportsSize and Scope of Role - Total team sizeSize and Scope of Role - Other size parametersMinimum qualification & experience

1. Qualification & Experience

• Qualifications: Degree in Electronics Engineering /Telecommunication Engineering /Computer Science / Computer Engineering or equivalent
• Years of experience: More than 5 -7 Years in Telecom Sector with at-least 3 years of experience in Operation & Maintenance implementation / Integration / Support or testing environment or considerable experience in Field Operations and support in Network operations Center (NOC) related to Transmission , Microwave, Mobility Network ,Bandwidth Testing and troubleshooting.

Other knowledge/skillsKey Responsibilities

• To supervise product feasibility studies.

• To handle and analyze Trouble Tickets and recommend timely actions and solutions to Trouble Tickets when necessary.
• To ensure new nodes are integrated as per the standardized processes.
• Provide root cause analysis for critical & catastrophic cases and formulate & provide process for future references.
• To identify and ensure that the team members get necessary trainings and delegate within the team so as to utilize man power efficiently.
• Interface with Planning & Governance team .Regular Meeting with Circle and Central Governance team as per schedule.
• Stringently Monitor HSW standards are maintained by team across Circles under MS .
• OEM / Vendor Management Skills Tracking Vendor Contracts
• Inventory Management Spares R& R Tracking, OEM AMC tracking
• Across circles

Technical CompetenciesResponsibilitiesThe Service Assurance Head position responsible will be required to perform:

1. Manage technical support activities of Transmission & Microwave nodes and ensure that support services are available 24 x 7 and network availability.

• To maintain SLA/OLA as per agreement. Track OEM & Vendor performance
• TT/ CR Performance Management & Reporting and contribute in the creation and improvements to procedures and routines within the department / group.
• Resource Management -To predict Manpower requirements and ensure function is adequately staffed all the time and conduct Interviews & performance discussions.
• To delegate the tasks efficiently within the team so as to meet SLAs well within the time limits.
• To ensure 1st & 2nd level preventive maintenance is being done regularly and handle emergencies and if required coordinate with Emergency support
• To participate in internal technical discussions in view to improve overall network performance and make recommendations wherever possible and investigate faults/cause related to system/network problems.

Knowledge / Skills

Keyskills :
Network SecurityDWDMMobilityOemNetwork ArchitectureStakeholder OrientationPlanning Governance teamOEM AMC trackingstressful environmentMicrowaveadapt to changesOperator knowledgeMotivateVendor Management SkillsdelegateLeadershipUBR DWDM