Jr Customer Service Executive - Network Operations & Support (Network Operations & Support)
Apply now »Date: 12 Apr 2024
Location: Pune, India
Company: Tata Communications
Broad outline of the Role
- Will be working as part of Service Assurance Team & specialization in handling Customer Escalations |
- Coordinate with NOC, Circle, Field, SM Teams to fix faults |
- Excellent Verbal and Written Skills |
- Good coordination skills & communication |
- Willing to work with 24*7 Shifts |
- Any Graduate with CCNA knowledge |
- Provide last mile support for service assurance of all business segments across TCL. |
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
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CCNA, Cisco, Help Desk, Information Technology, Network, Technology