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- Handling NON FTR trouble tickets of ILL/MPLS/DLC PRI and SIP customers
- End to end coordination with customers and internal teams for fault resolution.
- Diagnosis the problem with media (FOT, POE, and MUX) and close coordination with concern teams for further resolution.
- Troubleshooting of LAN, VLAN, VOICE related cases
- Fault analysis/troubleshooting of ILL/MPLS/DLC PRI and SIP customers
- Troubleshooting of CPE devices such as Cisco, Maipu Routers.
- Technical support and Fault Management for the WAN connectivity including the troubleshooting of routing protocols.
- Troubleshooting for point-to-point leased line circuit customers.
- Resolution of service affecting problems on proactive or reactive basis for Data as well as Leased circuits.
- Finding and analysis of root cause for fault and furnishing the same to customers.
- If necessary to generate daily backend tracker & CCI CMI MTTR reports on monthly basis
- Graduate with 2-4 years of experience.
- Qualification preferably BE. ENTC
- Demonstration of problem-solving skills
- Prior experience of providing customer service support in fast paced, high availability, 24X7 environments.
- Maintain awareness of latest technologies in the domain
- Taking ownership of customer issues reported, solving their problems through by providing resolution.
- Researching, diagnosing, troubleshooting, identifying solutions to resolve system/application issues.
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Ensure SLA are achieved and work proactively to maintain the same.
- Required hands on knowledge of SDH/DWDM/OTN technology, having knowledge for equipment operation and maintenance in ECI , Tejas and Alcatel NMS.
- Knowledge of Ethernet over SDH, MPLS over ethernet and packet layer troubleshooting and maintenance in ECI and Tejas platform.
- Knowledge of DCN ip network planning and troubleshooting.
Customer Service Executive - Pune, India - Tata Communications
Description
Broad outline of the Role
SOC incident management.
Purpose - Broad objective of the role
Size and Scope of Role - No. of direct reports
NA. Individual Role player
Size and Scope of Role - Total team size
Individual Role
Minimum qualification & experience
Other knowledge/skills
Key Responsibilities
Technical Competencies
Knowledge / Skills
Communication SkillsTaking ownership & Initiatives