Jr. Customer Service Executive - Service Assurance - 11001
Tata Communications
Pune, India
10h ago

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.

Tracks 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.

Corrects 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). Establishes 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.

Level Descriptor

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

Purpose - Broad objective of the role

Operating Network - Key External

Operating Network - Key Internal

Size and Scope of Role - Financial

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Size and Scope of Role - Other size parameters

Minimum qualification & experience

Other knowledge / skills

Key Responsibilities

Technical Competencies

Communication Skills

Job Segment : Change Management, Technical Support, Help Desk, Information Technology, Customer Service, Management, Technology

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