Lead - Customer Service Operations (Mobility & IoT Customer Service Operations) - B3201_1

Job Family Descriptor

Broad outline of the Role

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

Operational knowledge of Telecom field with good understanding of MVNO.Knowledge on IP, CCNA, AWS certification would be preferred. Need working experience on MVNO complaints.

Good understanding GPRS Call flow.

Good Understanding of LTE/EPC Basic Call flow

Size and Scope of Role - Total team size

1. Key Objective / Purpose of the Job:

Implementation of Various Value Add Services of Tata Communications.

Size and Scope of Role - Other size parameters

b) Major Activities: 

Handling of Customer complaints from MVNO.

Customer coordination

L2 Troubleshooting

Minimum qualification & experience

Graduation in Electronics and Telecom Engineering

Minimum 5+  years of Experience in Telecom with knowledge of Packet Core Domain…and LTE /EPC/IOT/ SIP.

Good communication skills

Other knowledge/skills

Key Responsibilities

Customer focus

Good interpersonal skills

Able to work under pressure.

Understanding business requirement

Technical Competencies

Knowledge / Skills