Talent Corner HR Services Pvt Ltd | Provisioning Specialist | pune
6 days ago
ESSENTIAL DUTIES AND RESPONSIBILITIES (W.R.T. Provisioning Team):
- This position is primarily responsible for understanding, initiating, and managing required forms and responses with various telecommunication carriers for ILEC/CLEC facility requests including T1, Pri, ADI, HSIA, Ethernet, OCN, IXC, Pots, did's Broadband, VOIP, Fiber.
- Prepare and submit Access and/or Local service requests (ASR/LSR/SI) to carriers and ILECs for the ordering of loop, transport, cross-connect, Ethernet NNI and/or Services that are listed above.
- Monitor work-in-progress, in all pertinent databases for timely performance of procedures and activities related to the delivery of service within established intervals both internal and external.
- Communicate with carriers for critical dates and other relevant information pertinent to installation including current status and upcoming milestones and expected time/date for the next update.
- Initiate appropriate levels of escalation, both internally and externally, on orders in jeopardy of missing due dates.
- Maintain internal databases with current information regarding the status and progress of in-flight orders. This includes but is not limited to dates, order numbers, circuit IDs, FOC documentation, etc.
- Responsible for providing accurate feedback to Service Delivery Management regarding process improvement and proposed changes to internal procedures.
- Special projects as assigned and as business needs require.
- Able to load Mac/IMEI into Netsapiens / Broadsoft switch to ensure equipment registers also using OEM (Original Equipment Manufacturers Portals such as ZTP (Zero Touch Provisioning).
- Participates in status calls with carriers/vendors as needed.
- Graduation is must; At least 8 years’ experience in telecommunications provisioning, project management, or order management preferred; or equivalent combination of education and experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES (W.R.T. POTS Team):
- Manage the order life cycle for different types of orders for POTS line.
- Manage the order flow in different queues and eventually distribute it effectively among the team members to work them.
- Serve as a Primary Point of contact in the US region for escalations from internal team’s/ business colleagues or clients regarding Service Delivery issues.
- Assess the urgency and impact of escalated issues and ensure proper escalation procedures are followed.
- Monitor and ensure compliance with SLA and Service Delivery Matrix which includes response time, resolution time and customer satisfaction.
- Proactive escalations from time to time to various vendors to keep a check on the missed SLAs.
- Maintaining a thorough check on urgent / priority orders and adding time bound comments onto the corporate system.
- Manage customer expectations by communicating on a regular basis with all order delivery updates.
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