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Customer Service Executive - Service Assurance

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Date: 20-Aug-2021

Location: Pune, India

Company: Tata Communications

Job Family Descriptor

Broad outline of the Role

Job Title:

Customer Service Executive – Media Services

Reports To

 

Lead – Service Assurance

Job Overview

 

NOC Engineer will be part of 24x7 NOC to support Global Media services network and various sports event across the world supported by Tata Communications. He / She will monitor global media fiber network and trouble shoot and follow the defined SOP.

Responsibilities and Duties

 

Monitor Network:

 

NOC Engineer will monitor the performance and global video connect network using a variety of tools. They look for Fiber network, L2 / L3 devices, Broadcast equipment’s and environmental alerts or malfunctions. When an issue is identified, NOC Engineers work to determine the cause of the problem.

Troubleshoot Problems

When a problem impacts the video services, the NOC Engineer works to triage or troubleshoot the problem. NOCs will have standard operating procedures that the NOC Engineer to closely follow. This may include coordinating with third-party vendors, customer contacts, or other internal teams.

Track the Issues

While responding to incidents, the NOC Engineer must carefully track and document all issues and resolutions in detail. This increases the knowledge base of the NOC and is a record of the health of the system. Often, the NOC has a ticketing system (Service NOW) that the NOC Engineer is responsible for updating.

Report Incidents

When problems are too large or complex for quick troubleshooting, NOC Engineers must escalate the issue to management, other Network resources or 3rd party vendors for assistance in reaching a resolution. NOC Engineers maintain ongoing communication within the team and externally, to keep all stakeholders aware of relevant, known issues and the steps being taken.

Qualifications

 

· Bachelor of Engineering (Electronics & communications, Computer Science, Information Technology)

· Experience: 2 ~3 Years in Telecommunications domain

· Preferred skills: Transmission, Networking, Could / Broadcasting

· Certifications: CCNA / Cloud certification will add an advantage

Purpose - Broad objective of the role

Operating Network - Key External

Operating Network - Key Internal

Size and Scope of Role - Financial

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Size and Scope of Role - Other size parameters

Minimum qualification & experience

Other knowledge/skills

Key Responsibilities

Technical Competencies

Knowledge / Skills

Communication Skills


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