Customer Service Executive - Technical Support Center

About The Company

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

• Responsible for monitoring the daily proactive/reactive incident.
• Responsible for the fault isolation & Resolution.
• Timely resolution of daily reported incident.
• Coordination with filed support/RBS team to address underlay issues of different ISP links.
• Timely escalation to internal/external teams to ensure early restoration.
• Working in 24*7 shift environment
• Sharing daily incident tracker.
• Ensure efficient and effective technical customer service as per SLAs.
• Proactive Monitoring of network alarms/ Alerts.
• Maximising network performance through ongoing monitoring and ensuring the closure of Ticket in CRM/SNOW.
• Co-ordination with NOC team for raising technical case.
• Supporting for scheduled Activities on network element.
• Reporting network status to key stake holders.
• Timely handoff (escalation) of cases.
• Working on Trouble Tickets, maintaining KPI and SLA of network (Preferred).
• On time escalations need to be followed, after following proper escalation hierarchy/matrix, for current ongoing network issues.
• Should have hands on experience in basic Internet, MS Office: MS Excel, Word, Access, Ppt. (In Excel knowledge of : like If, Pivot, Sum, Removing Duplicates etc. )
• Knowledge in basics of Transmission, Multiplexers, Demultiplexers, Optical fiber, Patch Cords, BB fiber network, RF, BTS, BSC, MSC, HUB, POP location, Access Part, Dark fiber, Fiber pairs, OTDR preferred.
• Should be able to handle phone calls coming from field operations & customer team, should be able to call to field operations and customer team
• Should be able to have good co-ordination with Cross functional teams, within organisation (Internally and Externally).
• Should have good Networking knowledge (Router, Switches, Routing protocols, STP, BGP, OSPF, LAG, Switch links, Aggregator Etc.)
  
  

II) Person Specification

• Essential Qualifications:
  
  

Education - Graduate Engineer with 1 yr experience.

(Electronics, Electronics & Telecom, Computers)

Certifications - CCNA/JNCIA

Good knowledge of CCNA/Networking(Routing and Switching/Protocols)

Handson experience in troubleshooting of traditional IP network.

Basic Knowledge of Versa SDWAN or any other SDWAN OEM.

• Requisite Skills:
  
  

Technical

SDWAN

Technology: LAN, MAN, WAN.

OSI Layers, IP Addressing, IP-Subnetting, TCP/IP.

Routing Protocols: Static, RIP, OSPF, BGP.

Switching Concepts: STP, VLAN, VTP, CDP, LLDP.

Other concepts/services: MPLS, VRF.

Known about DHCP and DNS.

NAT (Network Address Translation)

Functional

Proactive Monitoring of network alarms/ Alerts.

Maximising network performance through ongoing monitoring and ensuring the closure of Ticket in CRM/SNOW.

Interface with field teams for Alarm resolution.

Co-ordination with NOC team for raising technical case.

Supporting for scheduled Activities on network element.

Reporting network status to key stake holders.

Timely handoff (escalation) of cases.

Ensure the resolution of each incident as per agreed SLA

Sharing daily reports of incident and customer requested reports.