Sr. Customer Service Executive - International Operations

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Date: 22 Nov 2023

Location: Highbridge, United Kingdom

Company: Tata Communications

Job Family Descriptor

Monitor large computer networks and servers for problems from a central location They analyze problems perform troubleshooting and incident response on the system communicate with site technicians and track problems through to resolution Create and maintain infrastructure necessary for the growth and upkeep of field and network operations to drive network efficiency and availability Ensure necessary coordination on certification field level testing Coordinate with the technical teams for new enhancementsissue resolution Set up configurations number of fibre pairs in the cable capacity landing stations Manage the complete capacity distribution and traffic activation on the cable system Track and monitor the environment performance to ensure minimal interruption to network transmission andor network switches Lead drive and monitor all maintenance and cost savings activities related to facilities including facility maintenance and thereby ensuring sufficient focus on optimizing cost of facility infrastructure while maintaining reliability both in terms of operations and capital investments Manage marine cables network equipment maintenance international real estate management security operations for all sites and network ensuring adequate support for maintenance of international facilities and network at optimal costs ensuring sufficient focus on optimizing cost of facility infrastructure while maintaining reliability both in terms of operations and capital investments

Broad outline of the Role

Responsible for managing day to day network operations and maintenance, in the respective areas of Network/SDWAN/Cloud and security/Unified Collaboration/Mobility and IoT/other domains. This includes- customer change requests, platform uptime, incident management, problem management, CFT / OEM Interlock, and escalation support for the operations. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles.

Minimum qualification & experience

Graduation with 4-7 years of relevant experience

Other knowledge/skills

Troubleshooting experience of network, equipment and service level faults
Ability to write and present a comprehensive vulnerability assessment report.
Understanding of domain and related technologies
Understanding manual testing techniques and methods to gain a better understanding of the environment and reduce false positives/negatives.

Key Responsibilities

Create and maintain infrastructure necessary for the growth and upkeep of field and network operations to drive network efficiency and availability.
Manage new enhancements/issue resolution.
Proactive/Reactive fault management; Incident Management: Customer Handling during the fault and ensuring subsequent updates in timely manner.
Work directly with other OEM on repeat issues, bugs and implement resolution through defined change management process.
Identify day to day manual activities, repeat tasks and leading the effort to automate them.
Review CFT teams changes frequency, criticality and identify gap and prepare SOP (documents) to ensure no change error.
Track and monitor the environment performance to ensure minimal interruption to network transmission and/or network switches.
Manage network equipment maintenance and security operations for all sites.
Maintain day to day OandM tasks associated installation and testing of new network equipment, diagnosing, and locating troubles.
Performing repair and maintenance and restoring service for optimal customer satisfaction
The role may be an individual contributor or may lead a small team.

Job Segment: Operations Manager, Facilities, Real Estate, Change Management, Operations, Sales, Customer Service, Management

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