Sr Customer Service Executive-Network Operations & Support (Network Operations & Support) - B2201_1

Role Overview

The candidate will have a proven experience in working for tier 1 broadcast MCRs or network support team.

•    MCR Operations & support for all live events.
•    Fault management & Problem resolution & issue resolution.  
•    Provide specific reporting and service improvement plans for incremental, continual improvement of customer experience. 
•    Support creation and transition of new support processes.

Key Responsibilities

•    Working in NOC environment in shifts dedicated to media customers, managing the end to end Video Connect Service setup riding over dedicated SDH Network including Nimbra equipment’s, encoders, decoders, L2 IP switches, Satellite Receivers, MCPC Mux, Rasterizers & other broadcasting equipment.
•    Handles Service delivery & Service assurance function for Video Connect - Media & Entertainment segment.  Namely TV Channels, Sports Channels, Content distribution & Adhoc Live events in MSOC and on-site as per requirement.
•    Handling Services & backhaul network configuration, provisioning & troubleshooting activities on a dedicated platform meant for Video distribution. 
•    Maintaining service network inventory in accordance with industry Best Practices. 
•    Providing technical support for the Video Connect Network & other elements of the service setup on 24x7. 
•    Responding in timely manner to service requests and service escalations.

Technical Competencies

•    Work for MCR in 24x7 Operations model, to support TV customers, broadcasters, production houses, News offices & Operators (providers, cable operators) 
•    Working experience on IP networks (Cisco switches, routers), configuration management. Cisco certification (CCNA) is a plus.
•    Candidate must have knowledge of optical fibers, transmission technology, routing, switching IP basics. Hands -On experience on SDH transport equipment’s is a plus.
•    Knowledge of encoding, decoding, MCPC Mux, video & audio fundamentals, Television standards is desirable. 
•    Experience in Net Insight video distribution products.
•    Extensive experience in satellite operations.
•    Experience in using remedy or other incident ticketing systems.

Minimum qualification & experience

•    Engineering Graduate with 3 to 5years experience with ( BE or BTech in Electronics & Telecommunications or equivalent) 
•    Candidate should have an excellent communication, process adherence, project management & analytical problem solving skills.
•    Ability to manage multiple duty shift patterns.
•    Capability to work in a challenging cross cultural environment
•    Strong troubleshooting and analytical skills
•    Works well as part of multidisciplinary teams, which are expected to reach a common goal.

Other knowledge/skills

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