Customer Service Executive - Network Operations & Support

Tata Communications; Chennai District; On-site; INR 600,000 - 800,000; Full time

Job summary

A leading telecommunications company in Chennai is seeking an experienced telecommunications specialist to perform routine and proactive maintenance on their network. Responsibilities include managing field tickets, monitoring performance triggers, and providing on-site technical support. Candidates should possess 4-5 years of experience in telecommunications, have a good understanding of various technologies, and be prepared to work in Australian business hours. Proficiency in relevant tools is essential.

Qualifications

• 4-5 years of total experience in telecommunications.
• Knowledge of Broadband network and ability to identify faulty segments.
• Ready to work in Australian business hours (1:30 IST - 10:30 IST).

Responsibilities

• Monitor triggers and service escalations.
• Manage field tickets and change requests.
• Provide technical support for on-site works.

Skills

Basic Telecommunications network understanding

Knowledge of RF, Microwave, wireless technology

Fault management experience with transmission equipment

Ability to analyze network performance insights

Good written English and communications skills

Ability to manage field partners

Tools

Remedy

Netcool

Service Now

Tableau

Job description

About The Company

Tata Communications Redefines Connectivity with Innovation and Intelligence. Driving 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

4-5 Years of total experience in

• Basic Telecommunications network understanding.
• Should have knowledge of RF, Microwave, wireless technology.
• Should have fault management experience with transmission equipment's.
• Understanding of alarms and ability to identify service impact
• Should have fair understand of Broadband network and ability to identify faulty segment (Access, Backhaul, Core etc.)
• Tool experience: Remedy, Netcool, Service Now, Mosaic, Comptel, PWB, Xpetrak, NxT, Tableau
• Ability to analyze network performance insights, triggers and identify issues that need maintenance work
• Good written English and communications skills
• Ability to manage field partners for successful field maintenance execution and validation.
• Ready to work in Australian business hours (1.30 IST - 10:30 IST)

Routine Maintenance

• Network at Risk, Field Tickets, Change Request creation
• Field work order creation and liaising with contractors
• Technical support tech for on-site works
• Perform pre & post modem checks
• Dropbox monitoringReview and validate completed works
• Validate works, payment claims validation

Proactive Maintenance

• Monitor triggers (Service Escalation, Node Health, Critical/Major Severity, Daily Flipping list)
• Create/close emergency change request
• Perform pre & post modem checks, status checks and confirm resolution
• Perform modem swap back-end activities
• Validate works, Payment claims validation.