Customer Service Executive Service Assurance

Job Description

Job Family DescriptorResponsible for the equipment s operation and maintenance or network components to drive network efficiency and availability. Has knowledge on IP routers, switches, Policy Managers, handling Huawei devices,DSL and ILL etc. To performing migrations and change managements on the existing customer circuits during critical planned events and downtimes, ensuring the activity completion in stipulated time frames. Excellent knowledge and hands-on on Network Fundamentals, Routing protocols and Switching. Good configuration and troubleshooting skills on Cisco and Huawei routers (Hands-on) is a must. Good understanding of ISP Operations and Routing, Internet BGP Architecture, MPLS VPNs in a service provider environment. System Understanding of OS-UNIX ,LINUX , SYSLOG ,NMS. TCP/IP, MPLS VPNs - Layer 2 & 3 VPNs, BGP, OSPF, IP QoS, MPLS QoS, Switching (MST).Ensure efficient and effective technical customer service as per SLAs. Manage Technical Support Center and operations of escalation desk/tickets for all NOC and SOC issues. Review L2/L3 incidents and ensure resolution efficiency to ensure smooth operation and maintenance of network components and other specified equipment to drive network efficiency and availability. Provide last mile support for service assurance of all business segments across TCL. Tracks and monitor network traffic and performance to ensure minimal interruption to transmission and/or network switches. 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). 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. Knowledge of Rancid, radius, backups etc. Designs the network architecture and performs technical analysis of software, hardware, and network systems, systems engineering for front-end processors, multiplexes, LAN/WAN communications, network nodes, switches, and various transmission systems.Level DescriptorSystematic approach towards work areas. Should be able to cope up excellently under stressful circumstances.Good communication skills. Has enough knowledge within Telecom Network Operations and Maintenance to allow them to apply their knowledge efficiently and work productively with broad instruction.Regularly participates in important projects or activities as a full contributing team member, is able to proactively identify important issues or risks, seeks the appropriate level of guidance and advice to ensure delivery of quality outcomes.Operational role which is responsible for delivering results that have direct impact on the achievement of results within Telecom Network Operations and Maintenance.Works under direct supervision.Able to identify problems and provide inputs to improve, change or adapt existing methods and techniques drawing from personal experiences and feedback.Actively acquires more complex skills, techniques, operating practices, knowledge of abstract concepts in order to progress toward full proficiency in the field of specialisation.Has skills and knowledge that will allow them to adapt to effectively deal with unfamiliar issues, challenges, problems within their field of specialisation.Education: GraduateExperience: 3-4 years experience in project mgmt and/or crisis mgmtPurpose - Broad objective of the roleOperating 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 & experience3-4 years experience is Class A ISP NOC operationsKey ResponsibilitiesOther knowledge/skillsTechnical CompetenciesMust have knowledge of Huawei/Juniper/Cisco products.AAA/U2000/MRTG applictions.Knowledge / SkillsCommunication Skills,

Keyskills :
customer servicesales front end