Jr Customer Service Executive - Network Operations & Support

About The Company

Responsibilities

• Good knowledge of subsea cable systems, subsea cable technologies, vendors and their NMS
• Maintain Equipment & Traffic Uptime
• Traffic monitoring, fault analysis, complaint handing, and fault resolution.
• Coordination with CLS for network fault troubleshooting & rectification of problems
• Perform preventive & corrective maintenance as per JSMD guidelines
• 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 Landing Station teams.
• Testing & maintaining the restoration path & keeping ready for use
• Preparation & analysis of Equipment & NW performance reports and submitting to consortium as per schedule
• Coordination during Cable failure & repair and restoration of traffic as per JSMD guidelines
• Implementing 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 KPIs
• Achieve customer satisfaction within network performance
• Compliance with JSMD Guidelines
• Maintaining, administering, upgrading, and troubleshooting network tools and equipment
• Assisting with and implementing installations as required for new and existing customer and internal projects inclusive of - terminations, testing and labelling of most common transmission mediums, hardware installations etc.
• Ensure SLA are achieved & work proactively to maintain the same.
• Conduct vulnerability assessments for networks, Servers, applications, and operating systems
• Conduct network security audits and scanning on a predetermined basis.
• Compile and track vulnerabilities over time for metrics purposes.
• Timely upgradation of all the tools used and their related documents like SOPs etc.
  

Key Performance Indicator (KPI)

• Traffic up Time
• Equipment Uptime
• Traffic Provisioning & Management & Restoration
• Preventive Management on Network as well as wet segment
• Fault & Complaint Management
• Alarm & Network Performance Management
• Compliance to NOC process & JSMD guidelines
• Network Performance Report
• Repairs and Inventory Management
  

Desired Skill sets

• Subsea Transmission Technologies, SDH, DWDM, Ethernet, OTN, Submarine Cables Operations
• Demonstration of problem-solving skills
• Prior experience in providing technical support in fast paced, high availability, 24X7 environments.
• Knowledge of network, operation systems