Sr Engineer - Customer Service Operations (Customer Service Operations) - B2201_2

Broad outline of the Role

Purpose - Broad objective of the role

Size and Scope of Role - No. of direct reports

• Responsible for monitoring the daily proactive/reactive incident.
• Responsible for the fault isolation & Resolution.
• Timely resolution of daily reported incident.
• Coordination with filed support/RBS team to address underlay issues of different ISP links.
• Timely escalation to internal/external teams to ensure early restoration.
• Working in 24*7 shift environment
• Sharing daily incident tracker.
• Ensure efficient and effective technical customer service as per SLAs.
• Proactive Monitoring of network alarms/ Alerts.
• Maximising network performance through ongoing monitoring and ensuring the closure of Ticket in CRM/SNOW.
• Co-ordination with NOC team for raising technical case.
• Supporting for scheduled Activities on network element.
• Reporting network status to key stake holders.
• Timely handoff (escalation) of cases.
• Working on Trouble Tickets, maintaining KPI and SLA of network (Preferred).

Size and Scope of Role - Total team size

• On time escalations need to be followed, after following proper escalation hierarchy/matrix, for current ongoing network issues.
• Should have hands on experience in basic Internet, MS Office: MS Excel, Word, Access, Ppt. (In Excel knowledge of : like If, Pivot, Sum, Removing Duplicates etc. )
• Knowledge in basics of Transmission, Multiplexers, Demultiplexers, Optical fiber, Patch Cords, BB fiber network, RF, BTS, BSC, MSC, HUB, POP location, Access Part, Dark fiber, Fiber pairs, OTDR preferred.
• Should be able to handle phone calls coming from field operations & customer team, should be able to call to field operations and customer team
• Should be able to have good co-ordination with Cross functional teams, within organisation (Internally and Externally).
• Should have good Networking knowledge (Router, Switches, Routing protocols, STP, BGP, OSPF, LAG, Switch links, Aggregator Etc.)

Minimum qualification & experience

• Education – Graduate Engineer with 2 yr (B2-1) 3yr (B2-2) + experience.

                        (Electronics, Electronics & Telecom, Computers)

  Certifications – CCNA/JNCIA for B2-1 and CCNP/SDWAN or Equivalent for B2-2 (VNX100/300 will be preferred)

Other knowledge/skills

• SDWAN
• Technology: LAN, MAN, WAN.
• OSI Layers, IP Addressing, IP-Subnetting, TCP/IP.
• Routing Protocols: Static, RIP, OSPF, BGP.
• Switching Concepts: STP, VLAN, VTP, CDP, LLDP.
• Other concepts/services: MPLS, VRF.
• Known about DHCP and DNS.
• NAT (Network Address Translation)

Key Responsibilities

• Proactive Monitoring of network alarms/ Alerts.
• Maximising network performance through ongoing monitoring and ensuring the closure of Ticket in CRM/SNOW.
• Interface with field teams for Alarm resolution.
• Co-ordination with NOC team for raising technical case.
• Supporting for scheduled Activities on network element.
• Reporting network status to key stake holders.
• Timely handoff (escalation) of cases.
• Ensure the resolution of each incident as per agreed SLA
• Sharing daily reports of incident and customer requested reports

Technical Competencies

• Good Analytical, Diagnostic and Problem-Solving skills, Customer Centricity, Dealing with ambiguity and pressure.
• Excellent written and verbal communication skills.
• Should be willing to accept challenges and highly dynamic in nature.
• Good aptitude to learn new technology.
• Should be a very good team player

Knowledge / Skills