Jr. Customer Service Executive - Service Assurance - 11001 | (VFX759)

Jr. Customer Service Executive - Service Assurance - 11001 | (VFX759)

14 Sep
|
Tata Communications
|
Pune Division

14 Sep

Tata Communications

Pune Division

Job Description

Job Family Descriptor



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. Lead implementation for any new network updates, Planned Activities and change Management. Corrects network and SOC problems effectively and in a timely manner. Drive initiatives, industrialization, and efficiencies to network facilities for improvements (i.e. enhancements, updates, upgrades, new systems). Establishes tools and procedures to monitor network performance. Assure platform and service availability to the customers, through least cost routing, thereby ensuring SLA compliance and QoS of the customer services.



Level Descriptor



Is able to apply broad knowledge of one area within Service Assurance or advanced knowledge of specific professional/operational practices. Checks for problems in existing systems and modifies work processes following defined procedures. Operational role responsible for achieving day-to-day objectives. Works under direct supervision No prior work related experience required Education: Graduate Experience: 0-2 years



Purpose - Broad objective of the role



Operating Network - Key External



Operating Network - Key Internal



Size and Scope of Role - Financial



Size and Scope of Role - No. of direct reports



Size and Scope of Role - Total team size



Size and Scope of Role - Other size parameters



Minimum qualification & experience



Other knowledge/skills



Key Responsibilities



Technical Competencies



Knowledge / Skills



Communication Skills





Job Segment: Technical Support, Change Management, Help Desk, Information Technology, Customer Service, Technology, Management

The original job offer can be found in Kit Job:
https://www.kitjob.in/job/18951991/customer-service-executive-service-assurance-11001-vfx759-pune-division/?utm_source=html

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