Sr. Customer Service Executive - Network Operations & Support

4-5 Years of total experience in

- Basic Telecommunications network understanding.

- Should have knowledge of RF, Microwave, wireless technology.

- Should have fault management experience with transmission equipment's.

- Understanding of alarms and ability to identify service impact

- Should have fair understand of Broadband network and ability to identify faulty segment (Access, Backhaul, Core etc.)

- Tool experience: Remedy, Netcool, Service Now, Mosaic, Comptel, PWB, Xpetrak, NxT, Tableau

- Ability to analyze network performance insights, triggers and identify issues that need maintenance work

- Good written English and communications skills

- Ability to manage field partners for successful field maintenance execution and validation.

- Ready to work in Australian business hours (1.30AM IST - 10:30AM IST)

Routine Maintenance:

- Network at Risk, Field Tickets, Change Request creation

- Field work order creation and liaising with contractors

- Technical support tech for on-site works

- Perform pre & post modem checks

- Dropbox monitoring

- Review and validate completed works

- Validate works, payment claims validation

Proactive Maintenance:

- Monitor triggers (Service Escalation, Node Health, Critical/Major Severity, Daily Flipping list)

- Create/close emergency change request

- Perform pre & post modem checks, status checks and confirm resolution

- Perform modem swap back-end activities

- Validate works, Payment claims validation.