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Customer Service Executive - Program Management - 12001

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Date: 14-Oct-2021

Location: Chennai, India

Company: Tata Communications

Job Family Descriptor

Responsible for project management of complex implementation and delivery projects through their lifecycle. Lead, schedule and monitor program management activities for all customer deliveries. Interact with relevant cross-functional teams and customer for respective dependencies baked into project plans and program manage with customers, until commissioning of orders. Develop program / project goals that support business objectives as well as executing to plan to meet these goals. Define timelines and scope of project. Execute projects on a cross functional and regional basis within the allocated costs, defined scope and timelines. Identify and liaise with the key stakeholders involved in the project. Monitor critical milestones of project outcomes and Customer requested timelines. Drive compliance to the change control process. Conduct periodic updates and reviews to ensure project stays on track and delays are managed to ensure appropriate jeopardy and risk management. Drive mitigation of delivery issues and timelines through effective escalation management with senior management where necessary. Ensures project documents are complete, current, and stored appropriately. Plan outages for customers; identify opportunities for improving operational efficiency. Manages the level of revenue / risks associated with complex deliveries. Interact with back-end teams to understand issues raised around customer dependency clearances. Drive clearance of dependencies through discussions with customers and/or stakeholders. Review progress and margins of projects on a periodic basis and ensure faster revenue realization through appropriate prioritization of orders. Conduct periodic meetings with customers/stakeholders/vendors to discuss issues and related action items. Identify areas of improvement and drive specific initiatives to address issues raised by customers around order delivery. Identify and implement continuous process improvements to Q2C cycle time.

Broad outline of the Role

Has sufficient knowledge within Program Management to allow them to apply their knowledge efficiently and work productively with broad instruction. Regularly participate in important projects or activities as a full contributing team member, is able to proactively identify important issues or risks, seeks the appropriate level of guidance and advice to ensure delivery of quality outcomes. Operational role which is responsible for delivering results that have direct impact on the achievement of results within Program Management. Works under direct supervision. Able to identify problems and provide inputs to improve, change or adapt existing methods and techniques drawing from personal experiences and feedback. Actively acquires more complex skills, techniques, operating practices, knowledge of abstract concepts in order to progress toward full proficiency in the field of specialisation. Has skills and knowledge that will allow them to adapt to effectively deal with unfamiliar issues, challenges, problems within their field of specialisation. Education: Engineering Graduate Experience: 0-4 years

Other knowledge/skills

Roles and Responsibilities

  • Responsible for all aspects of project management associated with the implementation of assigned external customer-facing projects and internal non-customer facing projects.
  • Consult with various stakeholders to review project proposals to determine goals; time-frame, and procedures for accomplishing tasks; allotment of resources.
  • Carry out kick off calls with the customer to understand their exact requirement, priority and site readiness status.
  • Managing multiple small to mid-size projects simultaneously, coordinate with all levels of internal and external stakeholders who will benefit from comprehensive solutions with the projects.
  • Able to proactively identify important issues or risks, seeks the appropriate level of guidance and advice to ensure delivery of quality outcomes.
  • Manage the delivery of different data products like internet lease line, local loop, IPLC, MPLS and data center service within Service level agreement ( SLA ) for the corporate customers.
  • Develop risk analysis and mitigation strategies for key deliveries/Projects
  • Monitor progress and ensure adherence to timelines and timely escalations and update to all stakeholders as per agreed process.
  • Coordinate with the third party vendors to deliver the link on their last mile.
  • Ability to effectively communicate requirements and deliverables needed for successful implementation and issue resolution is critical to the role.
  • Release all reports in agreed format and timelines
  • Coordinate and respond to requests for changes from original specifications.
  • Tracking project deliverables using the appropriate CRM and Automation tools on a daily basis.
  • Ensure billing cycle initiation by taking acceptance from the customer for the commissioning of link.

Required Skills:     Self-driven, time management, multi-tasking, effective communication 

Key Responsibilities

Knowledge and experience in:-
Communication - Able to provide clear, crisp written and verbal communications for work instructions, customer updates, status report dashboards, negotiations, and issue management. Follow PMI PMP 9 knowledge areas and execute within project plan: Integration, Scope, Time, Cost, Quality, Human Resources, Communications, Risk, and Procurement Management.
Managing end-user requirements, installation, support and project issues management, testing, training, and project governance.
Has skills and knowledge that will allow them to adapt to effectively deal with unfamiliar issues, challenges, problems within their field of specialisation.
Project management principles and able to learn and apply new knowledge and project management expertise to the needs of the business.
Tools - Able to utilize project management methodology and tools (such as Microsoft Project Professional 2010, Visio, etc) to define, plan, deliver, and communicate results. Manage Gap Analysis Activities, and knows how to utilize tools / systems to procure required resources like hardware, software, and circuits, Define standard interval durations for network solution & service lines, and work with solution centers to improve cycle times where possible.
Technical - Sound understanding of telecoms, data, voice, firewall, MPLS and transport networks.
Knowledge of communication technologies and networking technologies
Fluent English - written and spoken
Excellent oral and written communication.
Flexible, Analytical, stress resistant and a team player
Working with telecommunications carriers.
Work in 24x7 shifts / Various time zones as per customer requirements

Desired Skills:    

  • Proficient in using Microsoft Office tools and Microsoft Project Professional 
  •     Multi-lingual skills ( preferred)
  •     CCNA (Knowledge is ok)
  •     Experience managing third parties or matrix organizations.
  •     Understanding of the end to end service delivery and operations process, including project management, engineering, change management, operations, maintenance, and network management.
  •     Information Technology Infrastructure Library (ITIL) certification/ITIL Foundation a plus

Technical Competencies

Knowledge / Skills

Communication Skills


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