Job Description
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
Job Description-
Responsible for the Processing Change Requests / Change Tickets which are raised by field operation team Globally.
Ensure efficient and effective service as per SLAs.
Engineer would be maintaining the Network Change Management of Tata Communications as well as their Partners Change Requests that impact Tata Communications Network and/or Services.
Engineer would be responsible for verification of SIA & NIA.
Responsible for arranging acceptance/approvals from various stakeholders.
Maintain quality standards to achieve optimal levels of operation and KPI targets.
Tracks and Measure Change Management (CHGP TT Life Cycle) processing and Execution Success, Compliance Adherences as routine - Approval Notifications and Internal Broadcast TATs, Closure TATs, Quality of Communications and Execution Updates made by Implementers / Owners.
Responsible for maintaining smooth operations with Cross Functional teams.
He/She would also be capable of / responsible for discussion with cross functional teams & stake holders for issues/disagreements raised by Field operations pertaining to Change Management Activities/Requests.
Engineer would be working with the various regional circles to process change tickets.
Engineer would be responsible for participating in / arranging CAB Calls - Internal as well as with Change Requesters, Field, SOC and NOC Teams, stake holders etc.
Operational role which is responsible for delivering results that have direct impact on the achievement of results within Service Assurance.
Currently 9AM - 9PM IST operational for Global Changes and 9:30 to 6:00 PM for India geography Changes on Weekday & Weekend if required.
Subject to Revision as 24*7 shift environment in future if the need be. a) Essential Qualifications: Education - Engineering Graduate (Electronics & Telecom) or Equivalent. Certifications - CCNA (Not mandatory but preferred) Technical o Good understanding of Various telecom Standards and Protocols o Switching, Transmission and IP knowledge o Knowledge of TCP/IP Networks o Knowledge of Transport networks (DWDM, SDH, etc.) and WAN troubleshooting. o Knowledge of Service Platforms and Major Applications (Not Mandatory but preferred). Functional o Excellent understanding of Excel, Word, Office 365 o Good understanding of IP & Transmission Connectivity. o Exposure to ticketing tools like Service Now, etc. o Certified on English Proficiency (E.g. SVAR certification score > 50) o Should have worked with Cross functional team. o Understanding of ITIL process framework and Service desk concepts o Co-ordination with various internal stake holders and as well external Stake holders and customers for problem resolution o Escalation handling and management from service assurance perspective till the closure of Change ticket. o Initiate and participate in various CSAT activities. o Co-ordination with various internal stakeholders and as well external international customers as Change approvals. o Escalation handling and management from service assurance perspective till the closure of Change Ticket. o Experience in using tools like EMS, PMS, OSS, BSS & REGI Understanding of ITIL process framework and Service desk concepts is preferred. o Good Analytical, Diagnostic and Problem-Solving skills. Behavioral o Customer Centricity, Dealing with ambiguity and pressure. o Excellent written and verbal communication skills. o Should be willing to accept challenges and highly dynamic in nature. o Good attitude to learn new technology. o Should be a very good team player. o Customer centricity c) Work Experience 5+ years of relevant experience preferred.
