Customer Service Executive

2 weeks ago

Mumbai, India Tata Communications Full time

Job Family Descriptor

**Qualification**: - B.E. Electronics or EC

**Experience**: - 2-3 years Transmission NOC ( SDH+DWDM), Submarine experience will be best suitable. (Working in IP NOC and transmission -field operation will not be suitable)

**Position Summary**:
Customer Service Executive shall be responsible for the Efficient Operations & Management of the Submarine Cable System and its Equipment & Network and its interfaces with interconnecting transmission facilities (SDH-DWDM).He is mainly responsible for 24x7 Operation & Maintenance of SMW4 NOC (SDH-DWDM) & associated network elements and NMS.

He will be responsible for traffic monitoring and fault analysis and its rectification, complaint handling & its resolution, Planned and unplanned activities management and timely & regular updates to concern teams. Active coordination with internal customers, SMW4 parties, SMW4 Cable stations, vendors and consortium to resolve system related problems. Circuit provisioning, activation, De-activation and testing in coordination with Cable station teams.

Actively acquires complex skills, techniques, operating practices, knowledge of abstract concepts in order to progress toward full proficiency in the field of specialization. Has skills and knowledge that will allow them to adapt to effectively deal with unfamiliar issues, challenges, problems within their field of specialization.

**Major Responsibilities**:
Efficient Operation & Maintenance of the SMW4 submarine cable Equipment & associated NMS

Maintain Equipment & Traffic Uptime (SDH/DWDM)

Coordination with CLS for network fault troubleshooting & rectification of problems

Perform preventive & corrective maintenance as per JSMD guidelines

Testing & maintaining the restoration path & keeping ready for use

Preparation & analysis of Equipment & NW performance reports and submitting to consortium as per schedule

Coordination during Cable failure & repair and restoration of traffic as per JSMD guidelines

Implementing the remedial actions proposed by vendor to clear the Equipment/Network deficiencies

Manage new installations and upgrades activities

Ensure processes are followed towards achieving committed SLAs and KPIs

Achieve customer satisfaction within network performance

Compliance with JSMD Guidelines

**Key Performance Indicator (KPI)**:
Traffic up Time

Equipment Uptime

Traffic Provisioning & Management & Restoration

Preventive Management on Network as well as wet segment

Fault & Complaint Management

Alarm & Network Performance Management

Compliance to NOC process & JSMD guidelines

Network Performance Report

Repairs and Inventory Management

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