Customer Service Executive - Global Network Operations

Job Description

The Subsea Network Operation Center (NOC) role is responsible for 24x7 network operations and maintenance of submarine cable systems. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes.

Responsibilities

• Good knowledge of subsea cable systems, subsea cable technologies, vendors and their NMS

• Maintain Equipment & Traffic Uptime

• Traffic monitoring, fault analysis, complaint handing, and fault resolution.

• Coordination with CLS for network fault troubleshooting & rectification of problems

• Perform preventive & corrective maintenance as per JSMD guidelines

• 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 Landing Station teams.

• 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

• 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 & work proactively to maintain the same.

• Conduct vulnerability assessments for networks, Servers, applications, and operating systems

• Conduct network security audits and scanning on a predetermined basis.

• Compile and track vulnerabilities over time for metrics purposes.

• Timely upgradation of all the tools used and their related documents like SOPs etc.

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

Desired Skill sets

• Subsea Transmission Technologies, SDH, DWDM, Ethernet, OTN, Submarine Cables Operations

• Demonstration of problem-solving skills

• Prior experience in providing technical support in fast paced, high availability, 24X7 environments.

• Knowledge of network, operation systems