Customer Service Executive - Network Operations & Support

About the role

Broad outline of the Role

• The role is responsible for network operations and maintenance. This is an 24 X 7 operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes Minimum Qualifications & Experience

• Graduate with 2-4 years of experience Other Knowledge & Skills

• Demonstration of problem-solving skills

• Prior experience in providing technical support in fast paced, high availability, 24 7 environments.

• Knowledge of network, NMS Systems, Optical Fiber Cable,

Key Responsibilities

1. Maintaining, administering, upgrading, and troubleshooting on Network Management tools and TX equipment's.

2. Network monitoring of Transmission Network

3. Customer SPOC for TT opening and providing timely updates to customer and other internal stakeholders.

4. Trouble Ticket Assignment to technical teams (Designated Network Operations Centers)

5. Escalation and Notification Management

6. First Level Troubleshooting for Transmission Customers.

7. As per Incident Management process - Periodic updates to customer, RFO and Ticket closure.

8. Change Management notifications to end customer.

9. Providing better experience to end customers for all products of customer.

10. Should have good knowledge on SDH DWDM OTN technology and troubleshooting skill

Required Skills

• network operations
• sdh
• dwdm
• otn
• network management tools
• trouble ticket management
• incident management process