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    Customer Service Executive - Mumbai, India - Tata Communications

    Tata Communications
    Tata Communications Mumbai, India

    Found in: Talent IN C2 - 3 days ago

    Tata Communications background
    Description

    Broad outline of the Role

  • 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. He is mainly responsible for 24x7 Operation & Maintenance of Submarine NOC & associated network elements and NMS. He will be responsible for 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 in order 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, problems within their field of specialization.

    • Purpose - Broad objective of the role

    Size and Scope of Role - No. of direct reports

    Size and Scope of Role - Total team size

    Minimum qualification & experience

  • 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

    • Other knowledge/skills

  • Demonstration of problem-solving skills
  • Prior experience in providing technical support in fast paced, high availability, 24X7 environments.
  • Knowledge of network, operation systems

    • Key Responsibilities

  • 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

    • Technical Competencies

    Knowledge / Skills

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