Company Name : Tata Communications
Job Title : Jr. Customer Service Executive - Service Assurance - 11001
Location : Pune, India
Education : Graduate
Experience : 0-2 years
Knowledge / Skills : Communication Skills
Job Family Descriptor :
Responsible for the equipment’s operation and maintenance (Fault, configuration, alarm, performance and security) or network components to drive network efficiency and availability. Ensure efficient and effective technical customer service as per SLAs. Manage Technical Support Center (helpdesk) and operations of escalation desk/tickets for all NOC and SOC issues. Review L3/L4 incidents and ensure resolution efficiency to ensure smooth operation and maintenance of network components and other specified equipment (e.g. ATMs) to drive network efficiency and availability. This group of specialists provides technical expertise in assisting clients with installations, maintenance, upgrades and repairs for IP, Transport, Voice and Mobility, WLA ATMs. Maintain quality standards to achieve optimal levels of operation and KPI targets. Provide last mile support for service assurance of all business segments across TCL. Tracks and monitor network traffic and performance to ensure minimal interruption to transmission and/or network switches. Ensure adequate monitoring of various network aspects panning across different service and ensuring quick and appropriate resolution of network issues (remote as well as on-field). Monitor vendor performance, particularly critical incidents, delayed cases, non-adherence to SLA, etc. Lead implementation for any new network updates, Planned Activities and change Management. Corrects network and SOC problems effectively and in a timely manner. Drive initiatives, industrialization, and efficiencies to network facilities for improvements (i.e. enhancements, updates, upgrades, new systems). Establishes tools and procedures to monitor network performance. Assure platform and service availability to the customers, through least cost routing, thereby ensuring SLA compliance and QoS of the customer services.
Broad outline of the Role :
Is able to apply broad knowledge of one area within Service Assurance or advanced knowledge of specific professional/operational practices. Checks for problems in existing systems and modifies work processes following defined procedures. Operational role responsible for achieving day-to-day objectives. Works under direct supervision No prior work related experience required
About Us :
The Tata Group (/ˈtɑːtɑː/) is a group of companies headquartered in Mumbai. Established in 1868, it is India's largest conglomerate, with products and services in over 150 countries, and operations in 100 countries across six continents.There are 29 publicly listed Tata Group companies with a combined market capitalisation of ₹31.6 trillion (US$382 billion) as of 8 March 2024. Major affiliates include Tata Consultancy Services, Tata Motors, Tata Projects, Tata Power, Titan, Tata Steel, Air India, Indian Hotels Company, Tata Consumer Products, Voltas, Trent, Cromā and BigBasket.The company has attracted controversy for reports of political corruption, environmental issues, land grabbing, cronyism, theft, mass killings,and exploitation of its customers, Indian citizens,and natural resources