Experience : 13 - 16 years
Excellent verbal and written communication skills
Able to contribute to the work group as a team player
Working experience on provisioning / commissioning circuits of various speed and type.
Hands-on skills in ordering and installing data services.
Customer / Stakeholder Management skills. Hands-on skills installing LANS.
Testing and acceptance of services.
Learning and following established processes and procedures.
Attention to detail.
Teamwork and ability to coordinate with internal groups and vendors.
Should have a detailed knowledge and hands-on experience of technology at Multiplexers (STM, Ethernet, TDM, DWDM) and technology platforms like Alcatel -
7470, Sycamore Cross Connects (DNX-88) and Optical Switches (SN3000, 16000)
Responsible for provisioning circuits and coordinate with other groups in implementing data / voice services. Responsible for interacting with internal groups, vendors and customers to coordinate the timely implementation of customer networks and data services.
Responsible for the final installation of circuits and data services, to a great customer satisfaction
Team Management for the Provisioning (Order Management & Technical Provisioning) Team, includes goal sheets creation (SMART goals), provide regular feedback to the team members, conducting appraisals, conflict resolution and own up team issues
Supervise orders for circuits like DSL, Ethernet, ISDN, T-1 / E-1, Fractional T-1 / E-1,DS-3, etc., with various vendors / carriers across the globe.
Maintain critical information in the data services database.
Coordinate with internal Virtela groups, vendors / suppliers, and customers to implement customer orders in a thorough and timely manner.
Act as the technical and team escalation point for the Provisioning group
Create, maintain and enforce all processes and procedures for the Provisioning group
Enter status notes and other items related to the activities taking place during the order life cycle in the company internal portal to ensure proper tracking of the order by all internal stakeholders.
Escalate orders issues whenever and wherever necessary to make sure that the orders are delivered on time to the customers.
Coordinate scheduling technicians and work with Customer Network Implementation Engineers.
Troubleshoot circuit related issues occurred during the time of implementation.
Assist peers with issues.
Be a Subject Matter Expert for few priority accounts & the team members for streamlining network design and service delivery for greater customer satisfaction.
Attend weekly customer calls if required
Train and mentor team members.
Maintain and Provide weekly work report to manager.
Perform other duties as assigned by Manager.
Foster team work across other groups within Service Delivery like Project Management, Customer Engineering, and outside Service Delivery like Global Operations Centre, Access Management, Sales, Backbone Engineering
Audits Processes, Implementations, Documentations for the Provisioning group