Tata Communications Limited Hiring For Jr. Customer Service Executive – Service Assurance[...]

Tata Communications Limited; Hyderabad; On-site; INR 4,50,000 - 6,75,000; Full time

Job summary

An established industry player is seeking a skilled professional to enhance network efficiency and ensure top-notch technical support. In this dynamic role, you will manage the Technical Support Center, oversee incident resolution, and drive initiatives for network improvements. Your expertise will contribute to maintaining high service standards and achieving key performance indicators. This position offers the opportunity to work with cutting-edge technology and collaborate with a team focused on delivering exceptional service. If you have a passion for network operations and a commitment to excellence, this is the perfect opportunity to make a significant impact.

Qualifications

• Graduate B.Sc or engineer with 4-8 years of experience.
• Deep knowledge in network operations and technical support.

Responsibilities

• Manage operations of escalation desk for NOC and SOC issues.
• Monitor network performance and ensure SLA compliance.
• Lead initiatives for network improvements and updates.

Skills

Network Operations

Technical Support

Fault Management

Performance Monitoring

Customer Service

Incident Management

Change Management

Education

B.Sc or Engineering Degree

Job description

Job Family Descriptor

Responsible for the equipment’s operation and maintenance (Fault, configuration, alarm, performance and security) or network components to drive network efficiency and availability. Ensure efficient and effective technical customer service as per SLAs. Manage Technical Support Center (helpdesk) and operations of escalation desk/tickets for all NOC and SOC issues. Review L3/L4 incidents and ensure resolution efficiency to ensure smooth operation and maintenance of network components and other specified equipment (e.g. ATMs) to drive network efficiency and availability. This group of specialists provides technical expertise in assisting clients with installations, maintenance, upgrades and repairs for IP, Transport, Voice and Mobility, WLA ATMs. Maintain quality standards to achieve optimal levels of operation and KPI targets. Provide last mile support for service assurance of all business segments across TCL. Track and monitor network traffic and performance to ensure minimal interruption to transmission and/or network switches. Ensure adequate monitoring of various network aspects panning across different service and ensuring quick and appropriate resolution of network issues (remote as well as on-field). Monitor vendor performance, particularly critical incidents, delayed cases, non-adherence to SLA, etc. Lead implementation for any new network updates, Planned Activities and change Management. Correct network and SOC problems effectively and in a timely manner. Drive initiatives, industrialization, and efficiencies to network facilities for improvements (i.e. enhancements, updates, upgrades, new systems). Establish tools and procedures to monitor network performance. Assure platform and service availability to the customers, through least cost routing, thereby ensuring SLA compliance and QoS of the customer services.

Broad outline of the Role

May be an individual contributor or may lead a team through application of deep knowledge of one job area or broad knowledge of several job areas within Service Assurance. Operational role, responsible for setting objectives and delivering results that have a significant impact within the context of a wider operational area. Identifies problems and updates or modifies working methods in own role without the benefit of defined procedures. May provide first level of supervisory management to a work team that includes professional roles. May also supervise technical and administrative staff. Typically has no budget responsibility. Work-group/team focus.

Education: Graduate B.Sc or engineer

Experience: 4-8 years

Minimum qualification & experience

Other knowledge/skills

Key Responsibilities

Technical Competencies

Knowledge / Skills

Communication Skills