Lead - Customer Service Operations (Customer Service Operations) - B3201_1

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

Other knowledge/skills

Key Responsibilities

• 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 SOC issues. 
• 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. 
• This group of specialists provides technical expertise in assisting clients with installations, maintenance, upgrades and repairs for IP, Transport, Voice and Mobility, WLA ATMs. 
• Maintain quality standards to achieve optimal levels of operation and KPI targets. 
• Provide last mile support for service assurance of all business segments across TCL. 
• 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. 
• The candidate should have good knowledge of TX(Transmission ,IP) and strong experience in access management, incident management, and supplier management.

Technical Competencies

Knowledge / Skills