Customer Service Executive - Service Assurance - Pune

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.