Assistant Manager - Customer Service Operations

Broad outline of the Role

• Responsible for Managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in respective areas of MPLS and VPN. The role acts as a conduit between customers and other teams such as engineering, architecture etc. for any issue resolution. From TCTS perspective this would be a role of Technical lead/Solution Architect.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

• Minimum 10-12 years of experience related OSS, NMS, EMS products, focused on config Management and fault management, experienced in Netconf and yang
• Certification : CCCNP R&S/SP must, CCIE Preferred. 
• Degree : B.TECH / M.TECH BE/ BS

Other knowledge/skills

Skill 1

• Complete expertized MPLS, L2/L3 VPN and VPLS technologies - Mandatory•    Complete expertized MPLS, L2/L3 VPN and VPLS technologies - Mandatory
•   Experience in NMS systems, OSS system, in-depth understanding of #SDN , #NFV. Knowledge of #SNMP is mandatory.
•   Should have knowledge of virtualization technologies, VMware, OpenStack, hands-on experience on Openstack is a must.

•Understanding of API, #restapi, various API gateways, will be more useful.
•Understanding of product lifecycle, next Gen product management techniques, production Development methodology will act as big +.

Skill 2

• Candidates should have experience of how FCAPS process happen at these OSS software solutions
•    Should have a detailed understanding of ETOM framework
•    Should have an understanding of Netconf and Yang.
•    Should have past 2-3 years of experience of coding in any language.
•    Should able to understand customer requirements and translate to the development team in an effective manner
•    Should have knowledge of various databases, messages bus, coding language framework etc.

Skill 3

•    Should have in-depth knowledge and experience of #nfv and #nfvi architecture, #etsi framework, and deployments
•    Fundamental understanding of routing protocols, MPLS, SR is required.
•    Knowledge of next Gen protocols such as #Netconf. Modeling languages such as #Yang. Other methods #xml #json etc. is essential.
•    Understanding of open-source platforms like #onap, #openstack #ODL, Other config way such as #openconfig will be very helpful in role.

Key Responsibilities

• Technical administration or troubleshooting to ensure the efficient functionality of the solution.
• Incident Validation, Incident Analysis, Solution recommendation
• Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions
• Act as a point of escalation for Level-1 customer service analysts
• Coordinate with IT teams on escalations, tracking, performance issues, and outages.
• Prepare Monthly Executive Summary Reports for managed clients and continuously improve their content and presentation.
• Provide recommendations in tuning and optimization of systems, processes, procedures, and policies.
• Maintain an inventory of the procedures used by the operations team and regularly evaluate the procedures and add, remove, and update the procedures as appropriate.
• Publish weekly reports and monthly reports on customer service operations activity.

Knowledge / Skills