Subject Matter Expert

2 weeks ago

Pune, India Telstra Full time

Employment Type

Permanent

Closing Date

29 Apr 2023 11:59pm

Job Title

Subject Matter Expert - Service Operations

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**:
At Telstra, we have a clear purpose: to build a connected future so everyone can thrive. We believe it’s people who give purpose to our technology. So we are committed to staying close to our customers and providing them the best experience. And delivering the best technology.

This is where YOU come in, by playing your part in helping our customers connect: faster, better and smarter.

Who we are?

Telstra is Australia's leading telecommunications and technology company with a rich heritage that’s been built over 100 years. From our humble beginnings in the Postmaster General’s Office to the global business we are today our people have been at the forefront of technology innovation. More recently, we have the largest
- Internet of Things network

in Australia and are

leading the way in 5G.

And this is just the beginning of what we’re hoping to achieve together.

We offer a full range of services and compete in all telecommunications markets throughout Australia and are the most well-known brand in technology and communications industry.

We have operations in more than 20 countries including India where we’ve opened centres in Bangalore, Pune and Hyderabad. In India, we’ve set out to build a platform for innovative delivery and engagement that will strengthen our position as an industry leader. We’re combining innovation, automation and technology to solve the world’s latest technological challenges in areas such as Internet of Things (IoT), 5G, Artificial Intelligence (AI), Machine Learning, and more.

About the role

As a Subject Matter Expert, you will work with pioneering, cutting edge technologies and enjoy working in a fast-paced, agile, and collaborative environment.

Your role will involve providing high-level technical support and assisting in the development of solutions/fixes and support to the networks, infrastructure, products and services supplied at vendor and those operated by Telstra.

You will be working across all aspects of the customer support experience, through direct communications, escalation and engagement with up/down stream teams and Vendors. You will be given a high degree of autonomy and have the opportunity to work on initiatives to improve processes and the performance and integration of systems, making a positive impact on customer experience.

Key Responsibilities:

- This role is responsible for continuously improving service reliability and rapidly restoring customer incidents.
- Working across all aspects of the customer support experience.
- Assist technical support team members to achieve optimal first in fix results
- Detect and prevent incidents before they occur.
- Aid the development and implementation of new technologies to ensure Telstra leads the ICT industry. (For example: Networking)
- Identify and implement opportunities to improve process, efficiencies, and customer experience.
- Provide input into learning and development for our entire ecosystem.
- Mentor and Coach support team members.
- Cross Skill into different technology hubs
- 24x7 Shift Environment / On-Call support / Australia Business hours

Key Accountability Metrics
- Volume Reduction
- First in Fix
- Cycle Time

Key Decision Rights
- Recall approval
- Escalation Management

Key Qualifications:
Essential- B.E / B. Tech or equivalent- 3 to 8 years working in IT industry.- Incident Management Experience- Being the SPOC in case of escalations & major incidents- Basic experience in any cloud platform AWS / AZURE- L2/L3 layer with troubleshooting skills- 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- Co-ordinate with service desk, customers, vendors and all other resolver groups to ensure timely resolution

High desirable- Telecom Industry Experience- Exposure on Wireless, Juniper and knowledge on F5 & VOIP- Knowledge and exposure on Network Monitoring Tools- Data and IP experience- Automation / Scripting experience- Assurance Team experience- Voice Codecs- Experience in RCA for Network related issues- TDM Voice: (Good To have)- C7, ISUP/ISDN-PRA- FAX/T30/T38- DTMF/RFC 2833- E1/T1- IVR, RVA- PDD- Supplementary services

What can we offer you?

Dynamic, innovative and knowledgeable, our people are the brains behind amazing achievements such as keeping on top

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