Sr Customer Service Executive

4 weeks ago

Mumbai, India Tata Communications Full time

Broad outline of the Role

Position Summary:
Responsible for the efficient administration and execution of end to end provisioning and delivery of international transmission service on various Submarine Cable Systems of TATA Communications (consortium as well as private owned) and as well as other Parties capacity in consortium cables managed by TATA Communications. Personal should have in-depth Knowledge and understanding of SDH, OTN, DWDM technologies and various tools like BPM, Cramer available for internal use from submarine cables from submarine cable perspective.

Purpose - Broad objective of the role

Major Responsibilities:

• Responsible for of end to end provisioning and delivery of international transmission service for TATA Comms capacity and as well as the capacity of other carriers on consortium cables.
• Responsible for maintaining complex and diverse set of database accurately, report and schedule preparation flawlessly with zero error as it involves financial implications from IRU and Consortium parties' perspective, and supporting NOC and CLS for accurate database for multiple systems.
• Well aware about various tools available internally like Cramer, BPM, NAS etc. for the efficient execution of functional responsibilities.
• Responsible for periodic monitoring and review of routing plans, utilization of capacity, develop restoration plans and charges for services via different cable system,
• Determine pre-service test points, types of tests, test parameters, test duration, and test limits on digital facilities operating cable systems at all applicable bit rates if extended into a terrestrial network, Plan and schedule the pre-service tests including tests on the cable sections and end to end tests for those primary rate blocks that will carry initial service, Coordinate activities during the pre-service testing program, including the exchange of necessary technical, contact and coordination information among the cable system users prior to the start of the testing program
• To assist financial subcommittees in the development of billing procedures for restoration charges in conjunction with the central billing party
• To Monitor the timely provision of compatible interface arrangements at various landing station and inland extensions prior to RFPA, Study and recommend inland extension arrangements, Work with the Terminal Parties to monitor the availability of inland extensions and cable access facilities and transit facilities necessary to meet service and restoration requirements,
• Coordination with NOC, CLS and other internal teams during network fault for the implementation of traffic restoration plan
• Ensure processes are aligned towards achieving committed SLAs/KPI network and capacity administration functions.
• To take care of upgrade project and the proper modelling of resulting inventory due to this upgrade in all the systems (for example- NAS, CRAMER, BPM etc.)

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Minimum qualification & experience

Graduate with 0-4 years of experience

Other knowledge/skills

Demonstration of problem-solving skills Prior experience in providing technical support in fast paced, high availability, 24X7 environments. Knowledge of network, operation systems

Key Responsibilities

Key Performance Indicator (KPI):

• Timely provisioning of services
• Accurate configuration, implementation and updation of all the databases
• Timely submission of capacity report utilization report
• Efficient coordination with software development team
• Proactive execution of network optimization exercise
• Compliance of all the ToR as tabulated in NA/CA procedure and C&MA
• Effective and efficient management of all the inventory related to Network/Capacity Administration functions (NA/CA)

Skill Requirements:

• Good Communication Skills
• Knowledge of Documentation, Website Development and Team handling
• Skills of troubleshooting
• Proficiency in Computers and Applications like MS suite
• Able to lead and guide large audience of experts in Telecom in and off meetings
• Able to guide subordinates for internal processes and Project formulations & implementations
• Should exhibit Team Building & believes in Team Work

Qualification - Necessary requirement
B. Tech. / B.E. in Electronics and minimum 3 to 5 years' experience in telecommunication domain

Technical Competencies

Knowledge / Skills

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