Customer Service Executive - Global Network Operations

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

Broad outline of the Role

• The role is responsible for 24X7 shift operation with Work from office for Submarine networks & Service provider network service assurance. This require incidence management, 30 minutes notification during failure, and strict SLA compliance. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes.

• Graduate with 0-4 years of experience

• Demonstration of problem-solving skills
• Knowledge of submarine Networks, faults, Customer communications, Planned Event notifications
• Prior experience in providing technical support in fast paced, high availability, 24X7 environments.
• Knowledge of optical fiber network, fault repair and testing process, every 30-45 minutes update to the internal and external customers

• Maintaining, administering, upgrading, and troubleshooting network tools and equipment
• Assisting with and implementing installations as required for new and existing customer and internal projects inclusive of
• terminations, testing and labelling of most common transmission mediums, hardware installations etc.
• Ensure SLA are achieved and no customer SLA claim due to our negligence and delays.
• Compile and track all events on daily basis, 24 hrs mail reading before handover and smooth handover of work post shift completion
• All reports required to be timely send and with 100% accuracy.
• Timely upgradation of all the network events, V5 assure monitoring and tickets handling. No tickets to cross TAT and timely with quality RFO.
• Daily reviews calls and service provider calls to be managed.