Lead - Customer Service Operations (Customer Service Operations) - B3201_1

4 weeks ago


Pune, India Tata Communications Full time

Broad outline of the Role

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

Other knowledge/skills

Key Responsibilities

Responsible for the equipment’s operation and maintenance (Fault, configuration, alarm, performance and security) or network components to drive network efficiency and availability.  Ensure efficient and effective technical customer service as per SLAs. Manage Technical Support Center (helpdesk) and operations of escalation desk/tickets for all NOC and SOC issues.  Review L3/L4 incidents and ensure resolution efficiency to ensure smooth operation and maintenance of network components and other specified equipment (e.g. ATMs) to drive network efficiency and availability.  This group of specialists provides technical expertise in assisting clients with installations, maintenance, upgrades and repairs for IP, Transport, Voice and Mobility, WLA ATMs.  Maintain quality standards to achieve optimal levels of operation and KPI targets.  Provide last mile support for service assurance of all business segments across TCL.  Tracks and monitor network traffic and performance to ensure minimal interruption to transmission and/or network switches. Ensure adequate monitoring of various network aspects panning across different service and ensuring quick and appropriate resolution of network issues (remote as well as on-field).  Monitor vendor performance, particularly critical incidents, delayed cases, non-adherence to SLA, etc.  The candidate should have good knowledge of TX(Transmission ,IP) and strong experience in access management, incident management, and supplier management.

Technical Competencies

Knowledge / Skills

Communication Skills

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