Sr Customer Service Executive - Network Operations & Support - B2201_1

Broad outline of the Role

Responsible for the equipment’s operation and maintenance (Fault, configuration, alarm, performance) or network components to drive network efficiency and availability. Ensure efficient and effective technical customer service as per SLAs. Manage Cable landing station and operations to ensure resolution efficiency to ensure smooth operation and maintenance of network components and other specified equipment  to drive network efficiency and availability. Maintain quality standards to achieve optimal levels of operation and KPI targets.. Tracks and monitor network Elements and performance to ensure minimal interruption to transmission. Ensure adequate monitoring of various network aspects panning across different service and ensuring quick and appropriate resolution of network issues. Lead implementation for any new network updates, Planned Activities and change Management. Corrects network and problems effectively and in a timely manner. 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, thereby ensuring SLA compliance

Purpose - Broad objective of the role

Has enough knowledge within Service Assurance and Service delivery to allow them to apply their knowledge efficiently and work productively with broad instruction. Regularly participate in important projects or activities as a full contributing team member, is able to proactively identify important issues or risks, seeks the appropriate level of guidance and advice to ensure delivery of quality outcomes. Operational role which is responsible for delivering results that have direct impact on the achievement of results within Service Assurance.

Size and Scope of Role - No. of direct reports

Individual role

Size and Scope of Role - Total team size

Individual role

Minimum qualification & experience

 Engineering Graduate with Transmission experience such as SDH/DWDM/OTN is mandatory, Experience: 4-8 years

Other knowledge/skills

• Works under direct supervision. Able to identify problems and provide inputs to improve, change or adapt existing methods and techniques drawing from personal experiences and feedback. Actively acquires more complex skills, techniques, operating practices, knowledge of abstract concepts in order to progress toward full proficiency in the field of specialisation. Has skills and knowledge that will allow them to adapt to effectively deal with unfamiliar issues, challenges, problems within their field of specialisation.

Key Responsibilities

• Maintaining, administering, upgrading, and troubleshooting network tools and equipment
• Assisting with and implementing installations as required for new and existing customer and internal projects inclusive of - terminations, testing and labelling of most common transmission mediums, hardware installations etc.
• Ensure SLA are achieved and work proactively to maintain the same.
• Conduct vulnerability assessments for networks, Servers, applications, and operating systems
• Conduct network security audits and scanning on a predetermined basis.
• Compile and track vulnerabilities over time for metrics purposes.
• Timely upgradation of all the tools used and their related documents like SOPs etc.

Technical Competencies

 Maintain quality standards to achieve optimal levels of operation and KPI targets.. Tracks and monitor network Elements and performance to ensure minimal interruption to transmission. Ensure adequate monitoring of various network aspects panning across different service and ensuring quick and appropriate resolution of network issues. Lead implementation for any new network updates, Planned Activities and change Management. Corrects network and problems effectively and in a timely manner. 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, thereby ensuring SLA compliance

Knowledge / Skills