Customer Service Executive - Provisioning & Configuration

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

Job summary

Tata Communications is looking for a dedicated operational role focused on troubleshooting and delivering network service configurations. This position entails managing project execution to meet business requirements and ensuring customer satisfaction through effective service delivery and escalation management.

The ideal candidate should have a background in engineering or IT with relevant experience in network infrastructure and telecom service delivery. Strong communication and stakeholder management skills are crucial.

Qualifications

• Relevant experience in network infrastructure project management and field operations.
• Experience in telecom service delivery, provisioning, activation, or network operations.

Responsibilities

• Ensure configuration task completion for Enterprise/Wholesale customers within agreed SLAs.
• Conduct change management, turn-up, and migration requests.
• Perform troubleshooting of installations/activations post provisioning.
• Validate wiring connections and schedule dispatches with field operations teams.
• Deliver Enterprise customer orders and enable seamless onboarding.

Skills

Understanding of Provisioning Processes

Strong communication skills

Knowledge of WAN and MPLS network environments

Network troubleshooting and diagnostics expertise

Excellent stakeholder management abilities

Education

Graduate in Engineering, Telecommunications, Information Technology, or related discipline

Job description

Role Summary

Responsible for all operations troubleshooting with respect to installation support and network service configuration.

This is an operational role responsible for delivering results that have a direct impact on the successful execution of projects undertaken as per business requirements.

Key Responsibilities

Service Delivery & Operations

• Ensure configuration task completion for Enterprise/Wholesale customers with clean deployments within agreed SLAs.
• Conduct change management, turn‑up, and migration requests.
• Perform standard testing and troubleshooting of installations/activations post provisioning.
• Validate wiring connections and schedule dispatches with field operations teams.
• Ensure all installation functions are performed in a timely manner to meet agreed SLAs/KPIs.
• Support service activation over MSP and Legacy Core MPLS networks.
• Deliver Enterprise customer orders and enable seamless customer onboarding.

Query & Escalation Management

• Perform escalation management wherever necessary, especially when projects are at risk.
• Respond to and resolve queries related to Service Delivery and Supplier Management.
• Drive and resolve queries relating to WAN order progression and customer delivery.
• Diagnose, troubleshoot, and resolve operational issues and take corrective actions when required.
• Adhere to established escalation processes to ensure right‑first‑time customer delivery.

Stakeholder & Customer Management

• Create a consistent experience for stakeholders and contribute to an enhanced customer experience.
• Work closely with customers, suppliers, and internal stakeholders to meet delivery timelines.
• Maintain strong communication and stakeholder management practices.
• Support initiatives aimed at improving customer experience and Net Promoter Score (NPS).

Project & Quality Management

• Regularly participate in important projects and activities as a contributing team member.
• Manage task tracking and fallout management activities.
• Ensure quality standards are maintained throughout the service delivery lifecycle.
• Identify issues and challenges proactively and recommend appropriate solutions.

Key Functional Areas

• Task Management
• Fallout Management
• Stakeholder Management
• Quality Management
• Service Delivery
• Network Operations
• Installation & Activation Support
• Escalation Management

Required Qualifications & Experience

Minimum Qualification

• Graduate in Engineering, Telecommunications, Information Technology, or a related discipline.

Experience

• Relevant experience in network infrastructure project management and field operations.
• Experience in telecom service delivery, provisioning, activation, or network operations.

Desired Skills & Competencies

Technical Skills

• Understanding of Provisioning Processes.
• Knowledge of Telephone, Internet, Data, and Service Activation processes.
• Knowledge of WAN and MPLS network environments.
• Understanding of Switch and Router Configuration.
• Network troubleshooting and diagnostics expertise.
• Installation and activation testing experience.

Behavioral Skills

• Strong communication skills.
• Excellent stakeholder management abilities.
• Critical thinking and problem‑solving skills.
• Strong reporting and coordination capabilities.
• Ability to influence and collaborate across teams.
• Customer‑centric mindset with focus on service excellence.

Success Measures

• SLA/KPI adherence.
• Timely completion of installations and activations.
• Effective resolution of customer and stakeholder queries.
• Reduced fallout and escalations.
• Improved customer experience (NPS).
• Successful delivery of Enterprise customer orders.
• High‑quality service activation and deployment outcomes.