Sr. Customer Service Executive - Global Network Operations

Broad outline of the Role

• The role is responsible for network operations and maintenance. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes.

Minimum Qualifications & Experience

• Graduate with 0-4 years of experience

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SMW4 CLS Sr Exe is mainly responsible for 24x7 Operation & Maintenance of wet plant and dry plant equipments at landing station as well as submarine cables Networks. Responsible for traffic monitoring and fault analysis and its rectification, Call Handling & Complaints management, Planned and unplanned activities management and timely & regular updates, Compliance to JSMD Guidelines and maintaining MTTR, Active coordination with Cable stations, NOC & vendors to resolve system related problems, Circuit provisioning, activation, De-activation and testing and Coordination with cross-functional teams to adhere to the defined processes.

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Operation & Maintenance of cable station equipments and associated NMS

Maintain Cable Networks Operations & Network & Traffic up Time

Provisioning of circuits & path in cable Network

Testing and maintaining the restoration path & keeping ready for use

Opening & tracking the call IDs with vendor for remedial action

Compliance with quality audit process and JSMD Guidelines

Opening SMW4 TTs and precise & timely update to consortium

Notifications for planned and unplanned Events to all stake holders and consortium members

Coordination with cross-functional teams to adhere to the defined processes

Coordination with NOC, other cable stations & Vendors

Coordination with NOC and other CS for network fault troubleshooting

Preparation & analysis of Equipment & NW performance reports

Root cause analysis of the repetitive/major failure and remedial action

Perform preventive & corrective maintenance

Active coordination during Cable failure & repair and restoration

Essential Qualifications:

Bachelor Degree in Electronics & communications or equivalent

Requisite Skills:

Technical

Knowledge of SDH/ DWDM , OTN ,SDH protection scheme & Sub Sea cable monitoring , handling CLS equipment SLTE, PFE etc.

Functional

Ability to handle multiple task/multiple complaint in fast faced environments

Ready to work in shift duties (24.7 ) & stay beyond duty hours if required

Behavioral

Strong communications & customer orientation still

Data Analysis and Report generation skill
Drive for Results
excellent interpersonal skills across hierarchy