Customer Service Executive - Service Delivery & Management

Broad outline of the Role

• Responsible for all operations and trouble shooting with respect to installation support, network service configuration. This is an operational role which is responsible for delivering results that have direct impact on the achievement of results for projects undertaken as per business requirements.

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

• Bachelor’s degree in engineering or equivalent qualification
• 0-4 years relevant experience in network infrastructure project management and on field experience

Other knowledge/skills

• Understanding of Provisioning process, Telephone, Internet, Data, Service Activation
• Knowledge in switch and router configuration

Key Responsibilities

• Ensure configuration task completion for Enterprise/Wholesale customers with clean deployments within the SLAs.
• Conduct change management, turnup and migrations requests
• Standard testing and troubleshooting of installs/activation post Provisioning.
• Validate wiring connections and schedule dispatches with field operations.
• Regularly participates in important projects or activities as a full contributing team member.
• Ensure all installation functions are performed in a timely fashion to meet agreed SLA’s/KPI’s
• Perform escalation management, wherever necessary and in case project is in jeopardy.

Technical Competencies

Knowledge / Skills