Customer Service Executive - Service Delivery & Management

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 Plan of action finalization and tracking for orders which are stuck due to network Bandwidth and port issues. This is an SD role which is responsible for delivering results that have direct impact on faster revenue realization for customer orders undertaken as per business requirements.

Responsibilities

Ensure POA finalization to resolve the Bandwidth and port issue within the SLAs.

Effective use of technical knowledge to derive best solution.

CFT Collaborations to speed up stuck delivery.

Regularly participates in CFT calls with program manager for important projects or orders.

Ensure all allocated task and orders are performed in a timely fashion to meet agreed SLAs/KPIs.

Ensure EDD adherence to enhance Internal or external customer satisfaction.

Perform escalation management, wherever necessary and in case delivery under urgency.

Minimum Qualification & Experience

Relevant experience in SDH, DWDM, EOSDH, MPLS-TP, Segment Routing, IP Routing,CCNA

Desired Skill sets

Knowledge in SDH, DWDM, EOSDH, MPLS-TP, Segment Routing, IP Routing,CCNA

Understanding of Service delivery process and phases, access ring fibers, IP routing protocols, CCNA