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    Lead - Customer Service Operations (Customer Service Operations) - B3201_1 - Pune, India - Tata Communications

    Tata Communications
    Tata Communications Pune, India

    Found in: Talent IN C2 - 4 days ago

    Tata Communications background
    Description

    Broad outline of the Role

    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

    Other knowledge/skills

    Key Responsibilities

  • Responsible for the equipment's operation and maintenance (Fault, configuration, alarm, performance and security) or network components to drive network efficiency and availability.
  • Ensure efficient and effective technical customer service as per SLAs. Manage Technical Support Center (helpdesk) and operations of escalation desk/tickets for all NOC and SOC issues.
  • Review L3/L4 incidents and ensure resolution efficiency to ensure smooth operation and maintenance of network components and other specified equipment (e.g. ATMs) to drive network efficiency and availability.
  • This group of specialists provides technical expertise in assisting clients with installations, maintenance, upgrades and repairs for IP, Transport, Voice and Mobility, WLA ATMs.
  • Maintain quality standards to achieve optimal levels of operation and KPI targets.
  • Provide last mile support for service assurance of all business segments across TCL.
  • Tracks and monitor network traffic and performance to ensure minimal interruption to transmission and/or network switches. Ensure adequate monitoring of various network aspects panning across different service and ensuring quick and appropriate resolution of network issues (remote as well as on-field).
  • Monitor vendor performance, particularly critical incidents, delayed cases, non-adherence to SLA, etc.
  • The candidate should have good knowledge of TX(Transmission ,IP) and strong experience in access management, incident management, and supplier management.

    • Technical Competencies

    Knowledge / Skills

    Communication Skills
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