Customer Service Executive - Customer Service Operations
Tata Communications
Date: 2 weeks ago
City: Mumbai, Maharashtra
Contract type: Full time
About The Company
TSC 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
Position Summary
This position shall be responsible for the Efficient Operations & Management of the Submarine Cable System and its Equipment & Network and its interfaces with interconnecting transmission facilities. Candidate should be ready to work in 24x7 shift. The scope of work includes traffic monitoring and fault analysis and its rectification, complaint handling & its resolution, 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 station teams.
Actively acquires technical skills, techniques, operating practices, knowledge of abstract concepts to progress toward full proficiency in the field of specialization.
Major Responsibilities
Efficient Operation & Maintenance of the submarine cable equipment & associated NMS
Maintain Equipment & Traffic Uptime
Coordination with CLS for network fault troubleshooting & rectification of problems
Perform preventive & corrective maintenance as per JSMD guidelines
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
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
Manager Input Skills
Transmission Technologies, SDH, DWDM, Ethernet, OTN, Submarine Cables Operations
TSC 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
Position Summary
This position shall be responsible for the Efficient Operations & Management of the Submarine Cable System and its Equipment & Network and its interfaces with interconnecting transmission facilities. Candidate should be ready to work in 24x7 shift. The scope of work includes traffic monitoring and fault analysis and its rectification, complaint handling & its resolution, 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 station teams.
Actively acquires technical skills, techniques, operating practices, knowledge of abstract concepts to progress toward full proficiency in the field of specialization.
Major Responsibilities
Efficient Operation & Maintenance of the submarine cable equipment & associated NMS
Maintain Equipment & Traffic Uptime
Coordination with CLS for network fault troubleshooting & rectification of problems
Perform preventive & corrective maintenance as per JSMD guidelines
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
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
Manager Input Skills
Transmission Technologies, SDH, DWDM, Ethernet, OTN, Submarine Cables Operations
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