Customer Service Executive - Global Network Operations

Tata Communications; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Tata Communications is hiring a Customer Service Executive to oversee the 24x7 operation and maintenance of the TGN submarine cable system and its NMS, coordinating with CLS, landing stations, vendors and engineering teams.

The role focuses on traffic monitoring, fault analysis, provisioning, testing, reporting, and ensuring SLAs while maintaining network uptime.

Qualifications

• BE Electronics with 3-4 years experience in DWDM submarine/ transmission NOC.
• BE Electronics or equivalent degree.
• Mandatory skill: experience with SubCom wet-plant and SubSea equipment.

Responsibilities

• Efficient operation & maintenance of the TGN submarine cable and NMS (24x7).
• Coordinate network fault troubleshooting with CLS and landing stations.
• Perform preventive and corrective maintenance, testing, and reporting.
• Manage provisioning, activation, deactivation and restoration of traffic.
• Ensure SLAs and KPIs are met; liaise with vendors and engineering teams.

Skills

B.E. Electronics

DWDM Submarine NOC

SubSea NOC

Education

B.E. Electronics

Equivalent Degree

Tools

CIENA 6500

ASN 1620 SLTE

SubSea NOC

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

Position Summary

Customer Service Executive shall be responsible for the Efficient Operations & Management of the Submarine Cable System and its Equipment & Network and its interfaces with interconnecting transmission facilities (SDH-DWDM). He is mainly responsible for 24x7 Operation & Maintenance of TGN Subsea Cable (SDH-DWDM) &associated network elements and NMS. He will be responsible for traffic monitoring and fault analysis and their rectification, complaint handling &its resolution, Planned and unplanned activities management, and timely updates to concerned teams. Active coordination with internal customers, TGN CLS landing parties & Cable landing stations, vendors, and engineering to resolve system-related problems. Circuit provisioning, activation, deactivation, and testing in coordination with Cable station teams. Actively acquires complex skills, techniques, operating practices, and knowledge of abstract concepts to progress toward full proficiency in the field of specialization. Has skills and knowledge that will allow them to adapt to effectively deal with unfamiliar issues, challenges, and problems within their field of specialization.

Qualification

• Preference:- B.E. Electronics with 3-4 Yrs experience with DWDM Submarine NOC or Transmission NOC.
• Qualification:- B.E. Electronics or Equivalent Degree
• Mandatory Skill set:- Work Experience to manage SubCom wet-plant, CIENA 6500, ASN 1620 SLTE, SubSea NOC

Major Responsibilities

• Efficient Operation & Maintenance of the TGN submarine cable Equipment & associated NMS (Shift duty 24*7)
• Maintain Equipment & Traffic Uptime (SDH/DWDM)Coordination with CLS for network fault troubleshooting & rectification of problems.
• Perform preventive & corrective maintenance as per guidelines.
• Testing & maintaining the restoration path & keeping ready for use
• Preparation & analysis of Equipment & NW performance reports and submitting to SA management as per schedule.
• Coordination during Cable failure & repair and restoration of traffic as per guidelines
• Implementing the remedial actions proposed by vendor to clear the Equipment/Network deficiencies.
• Manage new installations and upgrade activities.
• Ensure processes are followed towards achieving committed SLAs and KPIs
• Achieve customer satisfaction within network performance. Key Performance Indicator (KPI):Traffic up Time Equipment Uptime
• Traffic Provisioning, Management & Restoration
• Preventive Management on Network as well as wet segment, Fault & Complaint Management, Alarm & Network Performance Management
• Compliance with the NOC process
• Network Performance Report: Repairs and Inventory Management