Sr Customer Service Executive - India Operations, New Rollouts and Automation

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

NLD O&M: Operation & maintenance of Fibre network including OSP, ISP, infra related activities

OSP: Managing fibre network including Backbone & last miles, SLA/KPI has to be achieved as per target, liosioning with authorities like NH, R&B, Municipal, Electricity boards etc., Managing Off role & Vendor teams, Operating knowledge of fibre tools OTDR, power meter & splicing machines

ISP: Knowledge in transmission equipment’s SDH & DWDM technology, knowledge in new node integrations, NW planning, providing feasibilities, Hygiene practices of the equipment’s, Spare inventory maintenance

INFRA: Knowledge in basic telecom power supply equipment and maintenance practices

Process: follow the standard process and practices in health and safety, company compliances like TL9000

Size and Scope of Role

Team lead: Has to lead the Team of O&M team of Off role & Vendor deployed manpower

Job Description

Team of Off role engineers and Vendor Manpower including FRT Vehicles, Drivers, Splicers & Patrollers etc.

Technical Degree with Experience: Technical Diploma or Technical degree with 3-5 years of Telecom background & preferred 2-4 years in Transmission BB & Access fiber operations, Good understanding of OFC/SDH/DWDM, Subject knowledge on Experience in OFC Transmission equipment’s like ECI/Tejas/HuaWei/CIENA etc

Management skills: Fluent in English, possess excellent oral and written communication skills. Strong customer focus. Handles resolving customer complaints. Manage and drive third parties to the quick resolution of faults. Use Escalation matrix appropriately to get appropriate level of focus from technical teams and management

Key Responsibilities

>> Monitoring & analysing OSP/ISP/INFRA network faults raised from TCL NOC

>> Preventive actions for Fiber Cut reduction & Corrective actions for OFC Restoration within SLA

>> Align and manage the teams and resources to meet the KPI targets of customer

>> Follow & Ensure the Process oriented activities like FSM Adoption, PTW, Safety OHS, PE/EPE, A2UG, TL9000, loss reduction, Fluctuation control etc

>> Handling of OFC Tools and machinery like splicing machine, OTDR, Laser source and power meters etc.

>> Coordinating with Other Operators, Govt and Private authorities

>> Need to handle RS&R & spares related to his operations.

>> NW Optimization & Up gradations to be done

>> May need to work under shifts

Technical Competencies: Hands on Experience in operating OTDR, Splicing machine, Knowledge about Fiber Parameters, Fiber tools. Knowledge in SDH/DWDM , Service delivery , Health and safety