Customer Service Executive

Job Description About The Company Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications Required Skills Project Planning & Management - Able to establish clearly defined objectives & deliverables, build executable project plans, lead projects to completion on time, within Scope, Schedule and Cost targets (managing triple constraint), to deliver results that meet/exceed customer Communication - Able to provide clear, crisp written and verbal communications for work instructions, customer updates, status report dashboards, negotiations, and issue management. Customer Relations - Able to understand customer requirements; deal with difficult/sensitive situations, conflict resolution, associated with technical, business, or personnel situations. Builds partnership relations with support groups and customer while instilling confidence within the customer. Ensure customer understands their responsibility in transition as well as customer concurrence / formal acceptance of deliverables transferring PM responsibilities to steady state Interpersonal skills to work with other departments/subsidiaries and the clients to develop timelines for project deliverables, and setting proper expectations and delivering updates on project status. Prior experience interfacing directly with customers, project managers, internal/external organizations. Fluent in English - Excellent oral and written communication Experience in telecom projects particularly roll-out migration of services in Ethernet and IP/MPLS (legacy to new platform) Knowledge of communication and networking technologies. Technical data product knowledge in managed router service, IP MPLS, SDH and DWDM/OTN technologies Project management principles and able to learn and apply new knowledge and project management expertise to the needs of the business. Roles and Responsibilities Responsible for all aspects of project/program management associated with the implementation of assigned external customer-facing projects/programs and internal non-customer facing projects/programs Responsible Project scope analysis, project planning, resource management, vendor/Partner management, network deployment, migration activities, program monitor and control Manage the integration of vendor/partner tasks, track and review vendor/partner deliverables Provides guidance and expertise in project management using a structured project management methodology to define and carry out business objectives Provides technical guidance to the project team, handles issues/risks and manages deliverables/timelines associated with the project and/or dependent projects Primary points of contact in on-site between Customer, Field partner and offshore project team and lead cross-functional delivery teams to achieve deliverables and business benefits Responsible for ensuring requirements documentation is established upon milestone date, coordinates with respective team/stakeholder if process documentation is needed for specified project, responsible for loading artifacts into Customers systems per established process, creates and manages detailed project plan Monitor and control the performance and quality of the project to meet the deliverables, Hold regular progress & stakeholder meetings, stage review meetings and closure meetings Ultimately responsible for a successful end to end delivery of the project