Sr Customer Service Executive - Network Operations & Support - B2201_1

Broad outline of the Role

Should generate reports and MIS as per the TL9000 Process. 3. Able to work in pressure and conflict management. 4. O&M of MAN NW OFC, Site Infrastructure (DG, AMF, SMPS etc.), MAN Tx equipments SD & new OSP NW HOTO 5. Ownership of network uptime to laid standards and taking continuous performance improvement initiatives. 6. Escalation handling & coordination with NOC for fault management/Service Assurance and Provisioning. 7. Managing and motivating the FRT team in the route. 8. Ownership of "As Builds" repository for the route. 9. Ownership of "Right of Way" for the route. 10. Material & Spares Management at OSP/ISP Depots in the route. 11. Handling OSP, Facility contractors and equipment vendors in route & rating their performance as per SLA. 12. Ensuring Preventive & Proactive Maintenance & upkeep of assets in the route. 13. Ensuring cost control and optimization measures. Maintaining expenses records for route. 14. Coordinating with network providers, network partners and government agencies enrooted. 15. Ensuring New Customer Deliveries & new OSP/ISP NW takeover as per set process guidelines.

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 0-4 years of experience

Other knowledge/skills

• Demonstration of problem-solving skills
• Prior experience in providing technical support in fast paced, high availability, 24X7 environments.
• Knowledge of network, operation systems

Key Responsibilities

Knowledge of Telecom basics E1, E3/DS3 (PDH), SDH mapping, Multiplexing, CWDM& DWDM; & test instruments. • ISP: Knowledge of SDH muxes, CWDM & DWDM systems, Network architecture: topology - linear, ring & mess, Integration of CPE (mux) in live network, troubleshooting of mux, card, and port failures with the support of NOC, preventive & corrective maintenance.• OSP: Knowledge of Fiber-OFC, Duct, OSP related works, restore faults within MTTR with the support of NOC, splicing, OTDR, permissions-Row, OSP documentation like ABDs etc., preventive maintenance-patrolling, FRT, etc.
• INFRA: Basic knowledge of UPS & Rectifiers, Power termination in DCDBs, Power up of muxes, grounding, clean site installation
Functional/Domain:
• Manage & extract work from o&m engineers, contractors & peering teams
• Review performance, set targets & initiate action to meet them
• Excellent Follow up and Coordination skills
Behavioral:
• Ability to work under pressure
• Self-motivated & work under less supervision
• Ability to interact with people
• Willingness to learn & work; and develop a good team
• Integrity beyond doubt

Technical Competencies

Knowledge / Skills