Customer Service Executive - Network Operations & Support (Network Operations & Support) - B2101_1

Broad outline of the Role

• Position Summary:
  This position shall be responsible for the Efficient Operations & Management of the Submarine Cable System and its Equipment & Network and its interfaces with interconnecting transmission facilities. He is mainly responsible for 24x7 Operation & Maintenance of Submarine NOC & associated network elements and NMS. He will be responsible for traffic monitoring and fault analysis and its rectification, complaint handling & its resolution, Planned and unplanned activities management and timely & regular updates to concern teams. Active coordination with internal customers, consortium parties, cable landing stations, vendors and consortium to resolve system related problems. Circuit provisioning, activation, De-activation and testing in coordination with Cable station teams.
  Actively acquires technical skills, techniques, operating practices, knowledge of abstract concepts in order to progress toward full proficiency in the field of specialization. Has skills and knowledge that will allow them to adapt to effectively deal with unfamiliar issues, challenges, problems within their field of specialization.

Purpose - Broad objective of the role

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Minimum qualification & experience

• Key Performance Indicator (KPI):
  Traffic up Time
  Equipment Uptime
  Traffic Provisioning & Management & Restoration
  Preventive Management on Network as well as wet segment
  Fault & Complaint Management
  Alarm & Network Performance Management
  Compliance to NOC process & JSMD guidelines
  Network Performance Report
  Repairs and Inventory Management
  
  Manager Input Skills:
  Transmission Technologies, SDH, DWDM, Ethernet, OTN, Submarine Cables Operations

Other knowledge/skills

• Demonstration of problem-solving skills
• Prior experience in providing technical support in fast paced, high availability, 24X7 environments.
• Knowledge of network, operation systems

Key Responsibilities

• Major Responsibilities:
  Efficient Operation & Maintenance of the submarine cable equipment & associated NMS
  Maintain Equipment & Traffic Uptime
  Coordination with CLS for network fault troubleshooting & rectification of problems
  Perform preventive & corrective maintenance as per JSMD guidelines
  Testing & maintaining the restoration path & keeping ready for use
  Preparation & analysis of Equipment & NW performance reports and submitting to consortium as per schedule
  Coordination during Cable failure & repair and restoration of traffic as per JSMD guidelines
  Implementing the remedial actions proposed by vendor to clear the Equipment/Network deficiencies
  Manage new installations and upgrades activities
  Ensure processes are followed towards achieving committed SLAs and KPIs
  Achieve customer satisfaction within network performance
  Compliance with JSMD Guidelines

Technical Competencies

Knowledge / Skills