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Company Name : Tata Communications
Location : Hyderabad, Telangana
Position : Jr. Customer Service Executive – Service Assurance
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. 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 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 Knowledge / Skills Communication Skills
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