Sr Customer Service Executive - NLD & Fibre

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Date: 6 Feb 2024

Location: Visakhapatnam, India

Company: Tata Communications

Sr Customer Service Executive- NLD & Fibre

Sr Customer Service Executive - Field Operations-India

TCTS NLD O&M:  Operation & maintenance of Fibre network including OSP, ISP, infra related activities

OSP: Managing fibre network including Backbone & last miles, SLA/KPI has to be achieved as per target, liosioning with authorities like NH, R&B, Municipal, Electricity boards etc., Managing Off role & Vendor teams, Operating knowledge of fibre tools OTDR, power meter & splicing machines

ISP:   Knowledge in transmission equipment’s SDH & DWDM technology, knowledge in new node integrations, NW planning, providing feasibilities, Hygiene practices of the equipment’s, Spare inventory maintenance

INFRA: Knowledge in basic telecom power supply equipment and maintenance practices

Process:  follow the standard process and practices in health and safety, company compliances 

Broad outline of the Role

Has enough knowledge within Network Operations Support to allow them to apply their knowledge efficiently and work productively with broad instruction Regularly participates 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 Telecom Network Operations and Maintenance 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 Education Graduate in any discipline Experience 4 8 years

Purpose - Broad objective of the role

Telecom Operations and maintainance

Operating Network - Key External

Operating Network - Key Internal

Size and Scope of Role - Financial

Sr Executive - Has to manage team of Offroles and vendor teams, Has to manage Teleocm network

Size and Scope of Role - No. of direct reports

< 5 Off role engineers, Vendor teams

Size and Scope of Role - Total team size

Off role & Vendor team

Size and Scope of Role - Other size parameters

Minimum qualification & experience

Technical Diploma & degree in ECE & Telecommunications with 3 to 6 years of Telecom background & preferred 5-7 years in Transmission & Access operations, Good understanding of OFC/SDH/DWDM and WLN products, Hands on Experience in OFC Transmission equipment’s like ECI/Tejas/Huawei etc , Good knowledge in Power/Infra related

Other knowledge/skills

Hands on Experience in operating OTDR, Splicing machine, Knowledge about Fiber Parameters, Fiber tools. Knowledge in SDH/DWDM concepts, Knowledge in SMPS, DG and Battery bank operations to guide the team in time of crisis.

Key Responsibilities

>> Monitoring & analysing OSP/ISP/INFRA network faults raised from TCL NOC

>> Preventive actions for Fiber Cut reduction & Corrective actions for OFC Restoration within SLA

>> Preventive actions in ISP like Pop hygiene, Spare cards management and in INFRA like AMC of SMPS, BB & DG etc.

>> Align and manage the teams and resources to meet the KPI targets of customer

>> Follow & Ensure the Process oriented activities like FSM Adoption, PTW, Safety OHS, PE/EPE, A2UG, TL9000, loss reduction, Fiber integrity

>> Handling of OFC Tools and machinery like splicing machine, OTDR, Laser source and power meters etc.

>> Coordinating with Other Operators, Govt and Private authorities

>> Need to handle RS&R & spares related to his operations.

>> NW Optimization & Up gradations to be done

>> May need to work under shifts

Technical Competencies

Good Technical knwoledge in Teleocom Network operations in Optical fiber, SDH, DWDM technologies, Has to manage Internal & vendor teams to get the 

Knowledge / Skills

1.        Delivers consistent high performance as compared to the expectations of the current role.
13.      Is innovative – his/her ideas have led to new things that have added significant value.
14.      Demonstrates good understanding of multiple functions across the value chain.
17.        Takes risks to go into newer areas in which he/she does not have prior experience.
18.        Always strives and puts the extra effort for successful outcomes.
19.        Contributes to the success of other team members – to make the team successful.


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