Customer Service Executive - Global Customer Service 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

Key Responsibilities

Responsible for operation and maintenance (Fault, configuration, alarm, performance, security etc) of RF Network i.e., Radwin, Cambium or other PMP & P2P Products within defined TAT.

Manage Network Operation Center and handle escalation desk/trouble tickets for all network and customer issues.

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).

Work with RF Planning team and carryout desired optimizations in NW for SA/SD issues.

Resolve the RF interference issues in quick time to maintain SLA.

Problem management of all repeat failures.

Proactive approach/activities to maintain network RF Health.

Vendor, Cross-functional coordination and to support Network Improvement projects.

Handling escalations and UBR BH acceptance issues.

Feasibility for new deliveries in Radio n/w.

Should Ensure error free MIS reports generation & publication in time as per requirement.

Responsible for managing WAN Aggregator device operations, including device manageability, installation, troubleshooting, customer query resolution, and day-to-day operational support.

Key Performance Indicators

To play major role in Maintaining and Improving TT resolution targets / RF KPIs like NW Uptime, RE and Customer TR, RE etc. as applicable.

Publication of MIS reports for performance reviews.

Process documentation

Essential Qualifications

BE (Electronics / Electrical & Electronics /Telecommunication /Computer Science / IT)

At least 2+ year experience will be an added advantage.

CCNA certification will be Preferred. Any new Growth services (SDWAN, Security, Voice etc ) certification is an added advantage.