Tata Group Hiring For Jr. Customer Service Executive – Service Assurance – 11001 at[...]

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

Job summary

An established industry player is seeking a motivated individual to join their network operations team. This role involves ensuring the efficient operation and maintenance of network components, providing exceptional technical customer service, and managing incidents to drive network efficiency. As part of a dynamic team, you will gain hands-on experience in monitoring network performance and resolving issues. With a focus on continuous improvement, you will contribute to initiatives that enhance service delivery and operational excellence. If you are a recent graduate looking to kickstart your career in network operations, this is an exciting opportunity to make a meaningful impact.

Qualifications

• Broad knowledge of network operations and service assurance.
• Ability to apply defined procedures for problem-solving.

Responsibilities

• Manage the operations of the Technical Support Center and escalate issues.
• Monitor network performance and ensure SLA compliance.

Skills

Network Operations

Technical Support

Incident Management

Customer Service

Network Monitoring

Education

Graduate

Tools

Network Monitoring Tools

Job description

Job Family Descriptor

Responsible for the equipment’s operation and maintenance (fault, configuration, alarm, performance, and security) of 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, Mobility, and 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 across different services and ensure 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

Is able to apply broad knowledge of one area within Service Assurance or advanced knowledge of specific professional/operational practices. Checks for problems in existing systems and modifies work processes following defined procedures. Operational role responsible for achieving day-to-day objectives. Works under direct supervision. No prior work-related experience required.

Education: Graduate

Experience: 0-2 years