Customer Service Executive - Network Operations & Support

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 CommunicationsPreference :- B.E. Electronics with 3-4 Yrs experience with DWDM Submarine NOC or Transmission NOC.Position Summary: Customer Service Executive shall be responsible for the Efficient Operations & Management of the Submarine Cable System and its Equipment & Network and its interfaces with interconnecting transmission facilities (DWDM). He is mainly responsible for 24x7 Operation & Maintenance of TGN Subsea Cable (DWDM) & 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 updates to concern teams. Active coordination with internal customers, TGN CLS landing parties & Cable landing stations, vendors, and engineering to resolve system related problems. Circuit provisioning, activation, De-activation, and testing in coordination with Cable station teams. Actively acquires complex skills, techniques, operating practices, knowledge of abstract concepts 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.Qualification :- B.E. Electronics or Equivalents Degree

Major Responsibilities

Efficient Operation & Maintenance of the TGN submarine cable Equipment & associated NMS (Shift duty 24*7)Maintain Equipment & Traffic Uptime (DWDM)Coordination with CLS for network fault troubleshooting & rectification of problems.Perform preventive & corrective maintenance as per guidelines.Testing & maintaining the restoration path & keeping ready for usePreparation & analysis of Equipment & NW performance reports and submitting to SA management as per schedule.Coordination during Cable failure & repair and restoration of traffic as per guidelinesImplementing 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 KPIsAchieve customer satisfaction within network performance. Key Performance Indicator (KPI):Traffic up Time Equipment UptimeTraffic Provisioning, Management & RestorationPreventive Management on Network as well as wet segment, Fault & Complaint Management, Alarm & Network Performance ManagementCompliance to NOC processNetwork Performance Report Repairs and Inventory Management