Sr Customer Service Executive

Tata Communications Limited; Visakhapatnam; On-site; INR 400,000 - 700,000; Full time

Job summary

Tata Communications Limited is seeking an Operations Maintenance professional for fibre network upkeep, including OSP and ISP activities. You will oversee fault handling and coordinate with authorities to ensure SLA adherence.

The role demands 3–5 years telecom experience, hands-on OTDR/splicing tools, and strong English communication. Willingness to lead vendor teams and manage shifts is essential.

Qualifications

• Technical diploma/degree with telecom background, 3–5 years preferred.
• Hands-on knowledge of OFC/SDH/DWDM and fibre hardware.
• Experience with OTDR, splicing machines and related tools.

Responsibilities

• Monitor OSP/ISP/INFRA network faults and drive timely resolutions.
• Lead off-role vendor teams and field engineers to meet KPIs.
• Coordinate with authorities and other operators for fibre restoration.

Skills

Fibre network operations

Transmission BB Access fibre

Team leadership

Customer focus

Education

Technical Diploma or Technical degree

Tools

OTDR

Splicing machine

Power meter

Fibre tools

Job description

Job Summary

NLD OM: Operation maintenance of Fibre network including OSP, ISP, infra related activities

Responsibilities

• OSP: Managing fibre network including Backbone last miles, SLA/KPI has to be achieved as per target, liosioning with authorities like NH, RB, Municipal, Electricity boards etc., Managing Off role Vendor teams, Operating knowledge of fibre tools OTDR, power meter splicing machines
• ISP: Knowledge in transmission equipment's SDH DWDM technology, knowledge in new node integrations, NW planning, providing feasibilities, Hygiene practices of the equipment's, Spare inventory maintenance
• INFRA: Knowledge in basic telecom power supply equipment and maintenance practices
• Process: follow the standard process and practices in health and safety, company compliances like TL9000
• Team lead: Has to lead the Team of OM team of Off role Vendor deployed manpower
• Team of Off role engineers and Vendor Manpower including FRT Vehicles, Drivers, Splicers Patrollers etc.

Technical Degree with Experience

Technical Diploma or Technical degree with 3-5 years of Telecom background preferred 2-4 years in Transmission BB Access fiber operations, Good understanding of OFC/SDH/DWDM, Subject knowledge on Experience in OFC Transmission equipment's like ECI/Tejas/HuaWei/CIENA etc

Management skills

Fluent in English, possess excellent oral and written communication skills. Strong customer focus. Handles resolving customer complaints. Manage and drive third parties to the quick resolution of faults. Use Escalation matrix appropriately to get appropriate level of focus from technical teams and management

Key Responsibilities

• Monitoring analysing OSP/ISP/INFRA network faults raised from TCL NOC
• Preventive actions for Fiber Cut reduction Corrective actions for OFC Restoration within SLA
• Align and manage the teams and resources to meet the KPI targets of customer
• Follow Ensure the Process oriented activities like FSM Adoption, PTW, Safety OHS, PE/EPE, A2UG, TL9000, loss reduction, Fluctuation control etc
• Handling of OFC Tools and machinery like splicing machine, OTDR, Laser source and power meters etc.
• Coordinating with Other Operators, Govt and Private authorities
• Need to handle RSR spares related to his operations.
• NW Optimization Up gradations to be done
• May need to work under shifts

Technical Competencies

Hands on Experience in operating OTDR, Splicing machine, Knowledge about Fiber Parameters, Fiber tools. Knowledge in SDH/DWDM , Service delivery , Health and safety