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Lead Analyst Service Delivery

4.00 to 9.00 Years   Gurugram   23 Oct, 2019
Pcpatchers Technology
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

The Role and Accountabilities:

  • Technical Validation Provisioning of standard and bespoke IPVPN Customers.
  • Allocating and managing Public Private IPV4 IPV6 address space for IPVPN customers/DCN networks.
  • Experience on Cisco/Juniper and Alcatel Devices.
  • APT provisioning for customer performance reporting.
  • Supporting customer trouble tickets related to performance reporting.
  • Support Change Requests for Internal External Customers.
  • Support in modifying APT, updating database like OHS, APT and pre and post audit during migration projects.
  • Should be ready to cover Out Of Office Hours support in case of requirement.
  • Strengthen existing Quality Control mechanism Ensure to update Quality Reports on regular basis and work on improvement plans.
  • If there is any escalation, you are expected to analyse the incident and submit a RCA report to Team Lead/Manager on priority.
  • Implement Differentiated Customer Experience (Premium+ ; Premium and Standard)
  • Quality percentage will be identified by pro-active SME Check Report and reactive quality by counting the escalations received from EU / Mail Log/India Downstream Teams.
  • Have to follow the check-list on regular basis
  • SME quality checks should be performed on real time and consistent basis.

    • Sub Section 1

  • Technical Validation Provisioning of standard and bespoke IPVPN Customers.
  • Allocating and managing Private IPV4 IPV6 address space for IPVPN customers/DCN network
  • APT provisioning for customer performance reporting.
  • Supporting customer trouble tickets related to performance reporting.
  • Real time closure of Order Handling System XTRAC (workflow tools) tasks
  • Maintain a high quality of output and ensure completion of tasks to a target of zero errors.

    • Sub Section 2

  • Operational Excellence (Productivity , OLA Quality KPI)
  • Customer satisfaction (C-SAT)
  • Successful project completion on time with zero error

    • What you will need to succeed

  • Candidate should have 4 to 9 years of experience within the telecom industry, and preferably provisioning work in IP service provider environment.
  • Should have experience to analyse customer networks.
  • Candidate should have good CCNA level understanding specially of OSI, IP address and Subnet masks
  • Must be highly Customer Focused understand the Customer s service requirement.
  • Excellent Time Management Skills ability to prioritise workload, according to SLA s defined deadlines.
  • Good knowledge of the Microsoft Office (Word, Excel Powerpoint)
  • Good verbal written communication skills.
  • Experience of problem analysis and resolution
  • Ability to manage priorities and workload in multiple projects effectively
  • Liaise effectively with other teams where necessary.
  • Graduate/Post Graduate Degree from recognised university.
  • Good knowledge of IP address IP subnetting.
  • Cisco CCNA
  • Technical Validation Provisioning of standard and bespoke IP Customers.
  • Configuration of standard and bespoke IP Customers.
  • Should support IP / MPLS DSL related issues
  • Be aware of colt information security, business continuity, quality and other ISO or equivalent policies/ industry standards and discharge duties against them as appropriate.
  • Identify risks related to process and information security and treat/ mitigate the same as appropriate
    • ,

    Keyskills :
    sqljava deliveryreporting mentoringinformation security consulting customer focusquality control

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