Customer Service Executive - Global Customer Service Operations

Tata Communications; Maharashtra; On-site; INR 500,000 - 800,000; Full time

Job summary

Tata Communications in Maharashtra, India is hiring for an RF Network Operations Engineer responsible for operation and maintenance of RF networks, fault management, and NOC coordination.

The role requires BE in relevant fields with 2+ years experience; CCNA certification preferred; growth service certifications welcome; strong troubleshooting and vendor coordination.

Qualifications

• BE in Electronics/EE/Telecommunication/CS/IT; 2+ years' experience
• CCNA certification preferred
• Growth services (SDWAN, Security, Voice) certifications add advantage

Responsibilities

• Operate and maintain RF network (Radwin, Cambium or other PMP/P2P) within defined TAT
• Manage Network Operation Center and handle escalations/tickets
• Monitor network aspects across services and resolve issues remotely or on-field
• Collaborate with RF Planning for NW optimization
• Resolve RF interference quickly to maintain SLA
• Problem management of repeat failures
• Proactive RF health maintenance; vendor and cross-functional coordination
• Support WAN Aggregator device operations and day-to-day support

Skills

Network operations

RF optimization

Troubleshooting

Vendor coordination

Education

BE in Electronics/Electrical/Telecommunication/Computer Science/IT

Tools

CCNA certification

Job description

About The Company

Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications

About The Company

Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications

Key Responsibilities

• Responsible for operation and maintenance (Fault, configuration, alarm, performance, security etc) of RF Network i.e., Radwin, Cambium or other PMP & P2P Products within defined TAT.
• Manage Network Operation Center and handle escalation desk/trouble tickets for all network and customer issues.
• Ensure adequate monitoring of various network aspects panning across different services and ensuring quick and appropriate resolution of network issues (remote as well as on-field).
• Work with RF Planning team and carryout desired optimizations in NW for SA/SD issues.
• Resolve the RF interference issues in quick time to maintain SLA.
• Problem management of all repeat failures.
• Proactive approach/activities to maintain network RF Health.
• Vendor, Cross-functional coordination and to support Network Improvement projects.
• Handling escalations and UBR BH acceptance issues.
• Feasibility for new deliveries in Radio n/w.
• Should Ensure error free MIS reports generation & publication in time as per requirement.
• Responsible for managing WAN Aggregator device operations, including device manageability, installation, troubleshooting, customer query resolution, and day-to-day operational support.

Key Performance Indicators

• To play major role in Maintaining and Improving TT resolution targets / RF KPIs like NW Uptime, RE and Customer TR, RE etc. as applicable.
• Publication of MIS reports for performance reviews.
• Process documentation

Essential Qualifications

BE (Electronics / Electrical & Electronics /Telecommunication /Computer Science / IT)
At least 2+ year experience will be an added advantage.
CCNA certification will be Preferred. Any new Growth services (SDWAN, Security, Voice etc ) certification is an added advantage.