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Assistant Manager - Managed Services Operations - 13001

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Date: 31-Mar-2021

Location: Angul, India

Company: Tata Communications

Job Family Descriptor

Broad outline of the Role

Responsible for delivering project as per the project plan.

  • Responsible for field team coordination & guide them for quick field implementation as per the delivery SOP
  • Responsible for supervising IoT device deployment across TSL plants locations.
  • Responsible for IoT device Monitoring, Maintenance, Troubleshooting, Replacement of faulty IoT devices, Availability Reporting, Battery Management etc.
  • Responsible for IoT device Configurations i.e., System update for surrendered IoT devices, System update for linked tags (for distributed cards), Relink Card and IoT device.
  • Responsible for Monitoring and User Configurations such as SOS Alarm Monitoring and Action, User Profile update, Shift and Supervisor Updates, roster update etc.
  • Troubleshoot and resolve incidents based on standard operating procedures, processes, and tracing of the issue through the different system components across device, network, platform, and application
  • Provide resolutions on the first interaction with customers/users.
  • Provide guidance and product training to end users and supervisors
  • Work with different stakeholder/teams for trouble shooting and resolution of the issues/incidents. Candidate is expected to proactively initiate discussions/meetings with stakeholders / relevant teams
  • Lead Problem resolution and Root cause analysis & implement various recommendation as suggested by Product and network teams
  • Ensure last mile support for service assurance of all Implemented Solutions for Tata Communications’ Customers.
  • Provides technical expertise in assisting clients with installations, maintenance, upgrades, and repairs.

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

  • Hands-on experience with one or more IoT platforms; such as Google IoT, Azure IoT
  • Previous IoT experience
  • Experience with data analytics
  • Understanding of Service Assurance frame work in IOT/Telecom
  • Experience of operations and L2/L3 support
  • Exposure to design and development on embedded products/ wireless modules/micro controllers
  • Experience with IoT Network system, Platform and applications level trouble shooting on IoT Ecosystem and equipment’s
  • Experience on SQL, Data Base, Tools like SOAP UI, J Meter, Unix/Linux /Microsoft Excel etc
  • Familiarity with communication protocols such as LoRa, RFID, BLE, IoT device, Sensors etc.
  • Experience in real-time data management, including expertise with Excel & MS SQL
  • Experience in a technical support role with an equipment vendor
  • Good written and verbal communications skills

Should be customer facing skill

Technical Competencies

Knowledge / Skills

Communication Skills

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