Associate Team Member NOMC

Secure Meters; Patna; On-site; INR 350,000 - 550,000; Full time

Job summary

Secure Meters is seeking a capable professional to resolve consumer complaints, provide technical support to field teams, and perform UAT/SAT testing to ensure service quality. The role requires understanding of smart metering systems and infrastructure, event management, and strong communication across teams.

Ideal candidates will have experience with ticketing systems, SLA adherence, and shift work to support 24x7 operations.

Qualifications

• Basic Knowledge of Smart Metering Systems & Infrastructure (AMISP). Understanding of systems that measure, collect, and analyze energy usage, and communicate with metering devices such as electricity meters, gas meters, heat meters, and water meters.
• Event & Alert Management: Ability to monitor, interpret, and respond to system alerts and events effectively.
• Utility Billing Systems: Familiarity with the processes and systems used for utility billing.
• Ticketing Systems & SLA Management: Experience with managing customer complaints and ensuring timely resolution within agreed SLAs.
• UAT/SAT Testing: Experience in conducting User Acceptance Testing and Site Acceptance Testing to validate system functionalities.

Responsibilities

• Consumer Complaint Resolution: Manage and resolve consumer complaints through the ticketing system, ensuring all tickets are closed within the defined Service Level Agreements (SLA).
• Technical Support: Provide technical assistance to the field team for any product or service-related issues.
• Testing & Validation: Perform User Acceptance Testing (UAT) and Site Acceptance Testing (SAT) as required.
• SLA Management: Monitor and take proactive actions to ensure SLA compliance.
• Dispute Resolution: Handle disputes raised through Payment Gateway (PG) service providers related to recharge services.
• Resource Coordination: Align Network Service Provider (NSP) and Communication Service Provider (CSP) resources when necessary.
• Utility Grievance Handling: Address consumer grievances through service request management.
• Change Management: Implement and oversee production solution changes via the Change Management Process.
• Incident Management: Manage and resolve incidents within the Network Operations environment.

Skills

Smart Metering Systems

AMISP Understanding

Event & Alert Management

Ticketing Systems

SLA Management

UAT/SAT Testing

Technical Support

Communication & Coordination

Shift Work

Job description

Role & responsibilities

• Consumer Complaint Resolution: Manage and resolve consumer complaints through the ticketing system, ensuring all tickets are closed within the defined Service Level Agreements (SLA).
• Technical Support: Provide technical assistance to the field team for any product or service-related issues.
• Testing & Validation: Perform User Acceptance Testing (UAT) and Site Acceptance Testing (SAT) as required.
• SLA Management: Monitor and take proactive actions to ensure SLA compliance.
• Dispute Resolution: Handle disputes raised through Payment Gateway (PG) service providers related to recharge services.
• Resource Coordination: Align Network Service Provider (NSP) and Communication Service Provider (CSP) resources when necessary.
• Utility Grievance Handling: Address consumer grievances through service request management.
• Change Management: Implement and oversee production solution changes via the Change Management Process.
• Incident Management: Manage and resolve incidents within the Network Operations environment.

Preferred candidate profile

Basic Knowledge of Smart Metering Systems & Infrastructure (AMISP) Understanding of systems that measure, collect, and analyze energy usage, and communicate with metering devices such as electricity meters, gas meters, heat meters, and water meters.

Event & Alert Management: Ability to monitor, interpret, and respond to system alerts and events effectively.

Utility Billing Systems: Familiarity with the processes and systems used for utility billing.

Ticketing Systems & SLA Management: Experience with managing customer complaints and ensuring timely resolution within agreed SLAs. UAT/SAT Testing: Experience in conducting User Acceptance Testing and Site Acceptance Testing to validate system functionalities.

Technical Support Skills: Strong problem-solving abilities to provide effective technical support to field teams.

Shift Work: Willingness and ability to work in rotational shifts covering 24x7x365 operations.

Communication & Coordination: Excellent communication skills with the ability to coordinate among various teams and stakeholders.