Jr. Customer Service Executive - Network Operations & Support

Broad Outline of the Role:

• TCTS NLD O&M:Operation & maintenance of fibre network including OSP, ISP, and infrastructure-related activities.
• OSP:Managing the fibre network, including backbone & last miles. Achieving SLA/KPI targets, managing off-role & vendor teams, and operating knowledge of fibre tools like OTDR and power meter.
• ISP:Knowledge in transmission equipment such as SDH & DWDM technology, equipment hygiene practices, and spare inventory maintenance.
• INFRA:Knowledge in SMPS, battery bank, and maintenance.
• Process:Follow standard health and safety processes and practices, and company compliances.

Purpose - Broad Objective of the Role:

• B.Tech. graduate, preferably in Telecom, Electronics, or Electrical.
• Experience: 1-3 years.

Size and Scope of Role - No. of Direct Reports:

• Team Leader: Manage the telecom network.

Minimum Qualification & Experience:

• Technical degree in EC/EE/Telecom with 1-3 years of telecom background, preferably in transmission & access operations.
• Good understanding of OFC/SDH/DWDM.
• Hands-on experience with OFC transmission equipment like ECI, Tejas, Huawei, CIENA, etc.
• Good knowledge in power/infra-related areas.

Other Knowledge/Skills:

• Demonstrated problem-solving skills.
• Prior experience providing technical support in fast-paced, high-availability, 24x7 environments.
• Knowledge of network and operating systems.

Key Responsibilities:

• Monitor & analyze OSP/ISP/INFRA network faults raised from TCL NOC.
• Preventive actions for fiber cut reduction & corrective actions for OFC restoration within SLA.
• Preventive actions in ISP like POP hygiene, spare card management, and in INFRA like AMC of SMPS, BB & DG.
• Align and manage teams and resources to meet the KPI targets of customers.
• Handle OFC tools and machinery like splicing machines, OTDR, laser sources, and power meters.
• Coordinate with other operators, government, and private authorities.

Technical Competencies:

• Strong technical knowledge in telecom network operations, specifically optical fiber, SDH, and DWDM technologies.