Customer Service Executive - Customer Service Operations

About The Company

TSC 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

Position Summary

This position shall be responsible for the Efficient Operations & Management of the Submarine Cable System and its Equipment & Network and its interfaces with interconnecting transmission facilities. Candidate should be ready to work in 24x7 shift. The scope of work includes traffic monitoring and fault analysis and its rectification, complaint handling & its resolution, 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 station teams.

Actively acquires technical skills, techniques, operating practices, knowledge of abstract concepts to progress toward full proficiency in the field of specialization.

Major Responsibilities

Efficient Operation & Maintenance of the submarine cable equipment & associated NMS

Maintain Equipment & Traffic Uptime

Coordination with CLS for network fault troubleshooting & rectification of problems

Perform preventive & corrective maintenance as per JSMD guidelines

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

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

Manager Input Skills

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