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Customer Service Executive Service Assurance

3.00 to 5.00 Years   Pune   22 Jul, 2019
Tata Communications Ltd
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryTelecom / ISP
Functional AreaTechnical Support / Helpdesk
EmploymentTypeFull-time

Job Description

Responsible for the equipment s operation and maintenance (Fault, configuration, alarm, performance and security) or network components to drive network efficiency and availability. Ensure efficient and effective technical customer service as per SLAs. Manage Technical Support Center (helpdesk) and operations of escalation desk/tickets for all NOC and SOC issues. Review L3/L4 incidents and ensure resolution efficiency to ensure smooth operation and maintenance of network components and other specified equipment (e.g. ATMs) to drive network efficiency and availability. This group of specialists provides technical expertise in assisting clients with installations, maintenance, upgrades and repairs for IP, Transport, Voice and Mobility, WLA ATMs. Maintain quality standards to achieve optimal levels of operation and KPI targets. 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.

  • Actively Participates in incubation process for new services.
  • Daily review of pending Incidents of affected circuits & act for earliest resolution.
  • Accountable for time closer for pending task within Targets.
  • Arrange daily Incident Reports with RE, Key learnings, gaps etc
  • Arrange Monthly Incident Reports & act upon service improvement.
  • Ensure all service request are processed in timely manner as per requirement by client
  • Schedule BCP Test for all site and corrective actions
  • Handle customer queries and concerns tactfully and get them addressed with help of respective team.
  • B.E /B.Tech/ MCA/MSC/BSC Computer/Electronics, Telecommunication, E&C. with minimum 3-5 year Experience in relevant field.
  • Should have high level of understanding of SDWAN-VERSA, VIPTELA, BYON, SDWAN SECURITIES-STATEFULL/NGFW/UTM FIREWALL.
  • Hands-on experience on MPLS-VPN, INTERNET, DMVPN, IPSEC, BGP, OSPF, HSRP, VRRP.
  • CCNA/SDN certification is compulsory, CCNP will be preferred.
  • Working Knowledge of Cisco ASR, ISR, ALU SR, Juniper Mx Series
  • CCIE, Juniper certification would be an added advantage.
Level DescriptorHas enough knowledge within Service Assurance to allow them to apply their knowledge efficiently and work productively with broad instruction. Regularly participate 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 Service Assurance. 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: Engineering Graduate (CCNA/CCNP certification preferred) Experience: 0-4 yearsPurpose - 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 & experienceOther knowledge/skillsKey ResponsibilitiesTechnical CompetenciesKnowledge / SkillsCommunication Skills,

Keyskills :
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