Customer Service Executive - Customer Service Operations

About The Company

TSC Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications

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. Candidate should be ready to work in 24x7 shift. The scope of work includes 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 to progress toward full proficiency in the field of specialization.

Major Responsibilities

Efficient Operation & Maintenance of the submarine cable equipment & associated NMSMaintain Equipment & Traffic UptimeCoordination with CLS for network fault troubleshooting & rectification of problemsPerform preventive & corrective maintenance as per JSMD guidelinesTesting & maintaining the restoration path & keeping ready for usePreparation & analysis of Equipment & NW performance reports and submitting to consortium as per scheduleCoordination during Cable failure & repair and restoration of traffic as per JSMD guidelinesImplementing the remedial actions proposed by vendor to clear the Equipment/Network deficienciesManage new installations and upgrades activitiesEnsure processes are followed towards achieving committed SLAs and KPIsAchieve customer satisfaction within network performanceCompliance with JSMD Guidelines

Key Performance Indicator (KPI)

Traffic up TimeEquipment UptimeTraffic Provisioning & Management & RestorationPreventive Management on Network as well as wet segmentFault & Complaint ManagementAlarm & Network Performance ManagementCompliance to NOC process & JSMD guidelinesNetwork Performance ReportRepairs and Inventory Management

Manager Input Skills

Transmission Technologies, SDH, DWDM, Ethernet, OTN, Submarine Cables Operations