Complex Customer Request Expert

2 weeks ago

pune, India Telstra Full time
Employment Type Permanent

Closing Date 29 Sept 2023 11:59pm

Job Title Complex Customer Request Expert - EMS

Job Summary

As a Technical Expert, you can’t resist solving problems. Your investigative skills will be put to the test as you work to diagnose and find solutions, activate or repair. You collaborate with stakeholders to ensure our networks and infrastructure are operating efficiently and delivering value to our customers and ensuring optimal network availability.Job Description

What is the purpose of this role?

To provide complex technical service, solutions and support to the networks, infrastructure, products, and services supplied and operated by Telstra as part of blended customer care team. This involves the completion of customer raised complex service requests relating to changes to their managed network.

The role has a responsibility for the operation and maintenance of Enterprise customers Data Network. The role may require you to work in a 24x7 shift environment. The main responsibility is to complete the configuration changes requested by customers as service requests and change requests. This also includes providing specialised technical support in the detection, investigation and resolution of complex network faults and routines associated with the customers network including associated Telstra carriage services.

How does the role contribute to business strategy?

Provide contractually agreed deliverables for Enterprise customers network services.  Improvement of customer services in line with contractual agreements to provide brilliant customer experience.

What are the measurable outcomes of this role?

Meet agreed service levels as per contract. Continuous service improvements by timely completion of changes and service requests without failures, resolution of faults and proactive network management. Reduction of associated SLA penalties.

Key Accountabilities

Include:

  • Apply excellent Service request fulfilment, change management and Incident management methodologies to complete the service requests, change requests and resolve faults in an affective and timely manner to meet monthly KPI metrics.
  • Provide pro-active Change management with customers to ensure that customer impact of service/network changes and planned outages are minimised. Complete all simple and complex service requests/ MACs in timely manner.
  • Prepare change implementation plan, run sheet, and attend CAB meetings to get change approval.
  • Perform L2 investigation of network faults. Provide specialised technical expertise in the investigation and rectification of more complex faults and routines. Diagnose and restore complex issues associated to customers private networks for Telstra’s enterprise customers.
  • Perform or participate in complex, specialised technical investigations to determine/confirm system and design standards and performance parameters for the networks, infrastructure, products, and services supplied and operated by Telstra.
  • Diagnose and restore assurance issues to ensure that networks, infrastructure, products, and services work efficiently and reliably.
  • Perform or participate in repair of transmission, CPE, switching/routing, fibre, and mobile Network Technologies to restore and maintain quality of service to customers.
  • Co-ordinate with service desk, customers, vendors, and all other resolver groups to ensure timely resolution.
  • Undertake and project manage planned activities associated with infrastructure maintenance & upgrades, installation projects and customer network projects and drive delivery within given timelines.
  • Actively share knowledge and experience to help others learn, deliver, and improve processes and ways of working.
  • Support development and delivery of technical training to improve stakeholder understanding of technology, products, process, and procedures.
  • Provide input into process and technical documentation that describes how technology networks, infrastructure, products, and services operate so that there is an accurate and up to date resource to help peers.
  • Uses sound interpersonal skills to collaborate with team members and stakeholders to deliver on short-term customer/team/project priorities.

Qualifications

Essential

CCNA certified.

5+ years of experience on network support

In depth Cisco Switching & routing knowledge.

ITIL Awareness of incident management, service request fulfilment and change management process

Hands on experience of Cisco device configurations, IOS upgrades, Device replacements

High desirable

Bachelor’s degree in engineering & Telecommunications or equivalent

CCNP / CCIE certification

Wireless, F5, Juniper, Palo Alto, Fortinet, SDWAN and VOIP knowledge

Potential Career pathway

What are the possible roles for progression?

  • L3 Technical Expert
  • Team Lead or Manager role in the area
  • Service Delivery Manager
  • CTL – Customer Technical Lead Design Engineer

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