Customer Service Executive - Service Assurance - Hyderabad

Job Description

Requirements:

• Responsible for the equipment's operation and maintenance (Fault, configuration, alarm, performance, and security) or network components to drive network efficiency and availability.
• Ensure efficient and effective technical customer service as per SLAs.
• Manage Technical Support Center (helpdesk) and operations of escalation desk/tickets for all NOC and SOC issues.
• Review L3/L4 incidents and ensure resolution efficiency to ensure smooth operation and maintenance of network components and other specified equipment (e.g. ATMs) to drive network efficiency and availability.
• This group of specialists provides technical expertise in assisting clients with installations, maintenance, upgrades, and repairs for IP, Transport, Voice and Mobility, and WLA ATMs.
• Maintain quality standards to achieve optimal levels of operation and KPI targets. Provide last-mile support for service assurance of all business segments across TCL.
• Tracks and monitors network traffic and performance to ensure minimal interruption to transmission and/or network switches.
• Ensure adequate monitoring of various network aspects panning across different services and ensuring quick and appropriate resolution of network issues (remote as well as on-field).
• Monitor vendor performance, particularly critical incidents, delayed cases, non-adherence to SLA, etc.
• Lead implementation for any new network updates, Planned Activities, and Change Management.
• Corrects network and SOC problems effectively and promptly.
• Drive initiatives, industrialization, and efficiencies to network facilities for improvements (i.e. enhancements, updates, upgrades, new systems).
• Establishes tools and procedures to monitor network performance.
• Assure platform and service availability to the customers, through least cost routing, thereby ensuring SLA compliance and QoS of the customer services.

The broad outline of the Role:

• Has enough knowledge within Service Assurance to allow them to apply their knowledge efficiently and work productively with broad instruction.
• Regularly participate in important projects or activities as a fully contributing team member, can proactively identify important issues or risks, and seeks the appropriate level of guidance and advice to ensure delivery of quality outcomes.
• Operational role which is responsible for delivering results that have a direct impact on the achievement of results within Service Assurance.
• Works under direct supervision. Able to identify problems and provide inputs to improve, change or adapt existing methods and techniques drawing from personal experiences and feedback.
• Actively acquires more complex skills, techniques, operating practices, and 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, and problems within their field of specialization.