Customer Service Executive

4 weeks ago

Mumbai, India Tata Communications Full time

Broad outline of the Role

Position Summary:
This position shall be responsible for the Efficient Operations & Management of the Submarine Cable System and its Equipment & Network and its interfaces with interconnecting transmission facilities. He is mainly responsible for 24x7 Operation & Maintenance of Submarine NOC & 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, consortium parties, cable landing stations, vendors and consortium to resolve system related problems. Circuit provisioning, activation, De-activation and testing in coordination with Cable station teams.
Actively acquires technical 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.

Purpose - Broad objective of the role

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Minimum qualification & experience

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

Manager Input Skills:
Transmission Technologies, SDH, DWDM, Ethernet, OTN, Submarine Cables Operations

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

Major Responsibilities:
Efficient Operation & Maintenance of the submarine cable equipment & associated NMS
Maintain Equipment & Traffic Uptime
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

Technical Competencies

Knowledge / Skills

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