Sr Customer Service Executive - Network Operations & Support

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

Job summary

Tata Communications in Pune is seeking an experienced telecom network professional to support routine and proactive maintenance. You will coordinate field partners, perform on-site checks, and ensure timely fault management and service restoration during Australian business hours.

Responsibilities include reviewing field tickets, validating completed works, monitoring alarms, and analyzing network performance to identify faults across access, backhaul and core segments.

Qualifications

• Good written English and communications skills.
• 2 to 4 years of total experience in Telecommunications network understanding.
• Fault management experience with transmission equipment.
• Understanding of alarms and ability to identify service impact.
• Fair understanding of broadband networks and fault segment identification (Access, Backhaul, Core).

Responsibilities

• Network at Risk, Field Tickets, Change Request creation.
• Field work order creation and liaising with contractors.
• Technical support for on-site works.
• Perform pre/post modem checks.
• Dropbox/email monitoring.
• Review and validate completed works.
• Validate works, payment claims validation.
• Monitor triggers (Service Escalation, Node Health, Critical/Major Severity).
• Create/close emergency change requests and status checks.

Skills

Written English

Field partner management

Australian business hours

Telecom network experience

Fault management

Alarms interpretation

Broadband network understanding

Network performance analysis

Tools

Remedy

Netcool

Service Now

Mosaic

Comptel

PWB

Xpetrak

NxT

Tableau

Job description

Description

Mandatory Skills

• 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)
• 2 to 4 Years of total experience in Telecommunications network understanding.
• Should have fault management experience with transmission equipment's.
• Understanding of alarms and ability to identify service impact.
• Technical skills (Optional)
• 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

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/email monitoring
• Review 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.