Engineer TAC

Airtel; Gurugram District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Airtel is looking for an Engineer TAC to manage a team of 20-30 members handling customer complaints and provisioning failures. The ideal candidate should have a BE/B Tech in ECE or a Diploma in ECE with 3-5 years of relevant experience.

You will be responsible for customer fault analysis, SLA improvements, and team productivity enhancements. Candidates should possess strong analytical, communication, and leadership skills.

Qualifications

• More than 3 years of experience for BE/B Tech or 3-5 years for Diploma.
• In-depth knowledge of broadband/FTTH.
• Self-motivated with a positive attitude.

Responsibilities

• Manage a team of 20-30 for customer complaints and provisioning failures.
• Improve customer fault SLA and MTTR.
• Analyze and implement improvements for customer faults.

Skills

Analytical skills

Leadership skills

Vendor management

Effective communication

Team player

Education

BE / B Tech in ECE

Diploma in ECE

Tools

Excel

Job description

Engineer TAC

• BE / B Tech – ECE – with more than 3 years or Diploma – ECE with more than 3-5 years of relevant work experience
• In-depth knowledge of broadband/FTTH
• Excellent analytical skills
• Innovative
• Collaborative Relation Skills
• Vendor Management
• Good management and leadership skills
• Self-Motivated and positive attitude person
• Proactive and result oriented
• Team Player
• Customer interfacing skills
• Effective communication/interpersonal skills

What will you do?

• Manage 20 to 30 team members for Customer complaints & provisioning failures received from the field
• Knowledge about FTTH /MSAN/GPON/BRAS/LDAP
• Knowledge about Broadband network
• Basic knowledge about IP networking
• Customer fault SLA improvement
• Customer fault MTTR Improvement
• Customer fault Minimization-GFR reduction
• Customer fault analysis and improvement plan implementation
• Team productivity & skill enhancement
• Network fault analysis related to customers and coordination with internal teams
• Customer Automation Provisioning failure analysis and work with other team for failure minimization
• Customer Provisioning failure support to field team for new Provision customer
• Customer CPE fault analysis and firmware updating with vendor team
• New firmware testing and implementation for existing customers
• Good understanding in excel for analysis purpose