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

Broad outline of the Role

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

• Graduate with 0-2 Years experience

Other knowledge/skills

• NIL

Key Responsibilities

• Be Subject Matter Expert (SME) for TOP 200/PRI desk and provide support to other TOP 200 desk colleagues.
•  Responsible for the equipment’s operation and maintenance (Fault, configuration, alarm, performance and security) or network components to drive network efficiency and availability.

•  Ensure efficient and effective technical customer service as per SLAs. Manage Technical Support Center (helpdesk) and operations of escalation desk/tickets for all NOC and SNOC issues.
• Troubleshooting on CE issues & basic IP to resolve the issue.

•Review L3/L4 incidents and ensure resolution efficiency to ensure smooth operation and maintenance of network components and other specified equipment (e.g. ATMs) to drive network efficiency and availability.
• Escalate to NOC where No Update/ ETR on cases and followed NOC Escalation Matrix
• Email Customers & follow Pending Customer Process & chase customer for Link confirmation status, logs, Trace, ping status etc
•  This group of specialists provides technical expertise in assisting clients with installations, maintenance, upgrades and repairs for IP, Transport, Voice and Mobility.

• Tracks and monitor network traffic and performance to ensure minimal interruption to transmission and/or network switches. Ensure adequate monitoring of various network aspects panning across    different service and ensuring quick and appropriate resolution of network issues (remote as well as on-field).

• Monitor vendor performance, particularly critical incidents, delayed cases, non-adherence to SLA, etc
• Drive initiatives, industrialization, and efficiencies to network facilities for improvements (i.e. enhancements, updates, upgrades, new systems).
• Establishes tools and procedures to monitor network performance. Assure platform and service availability to the customers, through least cost routing, thereby ensuring SLA compliance and QoS of the customer services.
• Response Sharing of Customers post Fault Closure

Technical Competencies

Knowledge / Skills