Customer Service Executive

3 weeks ago


Pune, India Tata Communications Full time

Broad outline of the Role

SOC incident management.

Purpose - Broad objective of the role

Handling NON FTR trouble tickets of ILL/MPLS/DLC PRI and SIP customers End to end coordination with customers and internal teams for fault resolution. Diagnosis the problem with media (FOT, POE, and MUX) and close coordination with concern teams for further resolution. Troubleshooting of LAN, VLAN, VOICE related cases Fault analysis/troubleshooting of ILL/MPLS/DLC PRI and SIP customers Troubleshooting of CPE devices such as Cisco, Maipu Routers. Technical support and Fault Management for the WAN connectivity including the troubleshooting of routing protocols. Troubleshooting for point-to-point leased line circuit customers. Resolution of service affecting problems on proactive or reactive basis for Data as well as Leased circuits. Finding and analysis of root cause for fault and furnishing the same to customers. If necessary to generate daily backend tracker & CCI CMI MTTR reports on monthly basis

Size and Scope of Role - No. of direct reports

NA. Individual Role player

Size and Scope of Role - Total team size

Individual Role

Minimum qualification & experience

Graduate with 2-4 years of experience. Qualification preferably BE. ENTC

Other knowledge/skills

Demonstration of problem-solving skills Prior experience of providing customer service support in fast paced, high availability, 24X7 environments. Maintain awareness of latest technologies in the domain

Key Responsibilities

Taking ownership of customer issues reported, solving their problems through by providing resolution. Researching, diagnosing, troubleshooting, identifying solutions to resolve system/application issues. Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams Ensure SLA are achieved and work proactively to maintain the same.

Technical Competencies

Required hands on knowledge of SDH/DWDM/OTN technology, having knowledge for equipment operation and maintenance in ECI , Tejas and Alcatel NMS. Knowledge of Ethernet over SDH, MPLS over ethernet and packet layer troubleshooting and maintenance in ECI and Tejas platform. Knowledge of DCN ip network planning and troubleshooting.

Knowledge / Skills

Communication SkillsTaking ownership & Initiatives

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