About The Company
Tata Communications 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
- Responsible for managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in respective areas of Network/SDWAN/Cloud & security/Unified Collaboration/Mobility & IoT/other domains. The role acts as a conduit between customers and other teams such as engineering, architecture etc. for any issue resolution. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles.
Responsibilities
- Technical administration or troubleshooting to ensure the efficient functionality of the solution.
- Incident Validation, Incident Analysis, Solution recommendation
- Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions
- Act as a point of escalation for Level-1 customer service analysts
- Coordinate with IT teams on escalations, tracking, performance issues, and outages.
- Prepare Monthly Executive Summary Reports for managed clients and continuously improve their content and presentation.
- Provide recommendations in tuning and optimization of systems, processes, procedures, and policies.
- Maintain an inventory of the procedures used by the operations team and regularly evaluate the procedures and add, remove, and update the procedures as appropriate.
- Publish weekly reports and monthly reports on customer service operations activity.
Desired Skill sets
- Good knowledge on implementation, installation, integration troubleshooting and overall functionalities
- Experience in troubleshooting platform related issues, data backup, restoration, retention
- Maintains awareness of latest technologies in the domain
- Position Summary(Key Objectives/Purpose of the Job)*-----
Manager - Networks(CSO-RF SOC)—This position is responsible for handling All RF Link deliveries with in TAT which includes L-2/L3 escalation.
- Major Responsibilities*----
- Ensuring Smooth & Proper Deliveries of All RF link with in TAT.
- Ensuring Set Quality parameters during delivery of All RF links.
- Ensuring set procedures be followed by the team while delivering All RF links
- Support to team in Troubleshooting for any issues(Non reachability of WAN, LM Latency, PDs in WAN response or Throughput issues etc).
- Coordination with various stake-holders involved during end to end delivery of RF links.
- Ensuring Generation & Publication of error free MIS reports on schedules.
- Management of manpower with ASOC ONNET & WAN Aggregator Desk for smooth functioning of the team.
- To provide required Training & Guidance to team to manage the task at hand.
- Key Performance Indicators*---
- Meeting Service Assurance KPIs such as TR/RE/Cost Saving/NPS/Quality / Process Compliance etc.
- Qualification – Necessary requirement---
Diploma or Graduate in Engineering. Preferably Electronics and Communications Engineering.
Good understanding of OSS/BSS tools like M6, Optimus etc.
- Working knowledge and hands-on experience of Network Fundamentals, Routing Protocols and Switching.
- Having Good knowledge on IP addressing / routing / switching Concepts.
- Good knowledge of RF-Fundamentals.
- Good Knowledge of WIMAX-802.16d.
- Field experience in RADWIN and PTP products
- Good Knowledge of Cellular network and the Aggregation of network media solutions.
- Good Knowledge of Advanced Ms Excel/MS PowerPoint for MIS processing.
- Excellent Vendor coordination & follow-up skills….
Leadership and Behavioral -----
- Leadership qualities Required.
- Should be willing to accept challenges and highly dynamic in nature.
- Good aptitude to learn new technology & solution
- Systematic approach towards resolution of an issue .
- Should have excellent written & verbal communication skills.
- Good Analytical, Diagnostic and Problem Solving skills, Customer Centricity, Dealing with ambiguity and pressure.
- Will be able to lead a team of 20-30 persons
