Sr. Customer Service Executive - Service Assurance

Job content

Job Family Descriptor

1 Position Operations - IP & Mobility Expert

2 Job Type Full Time

3 Academic Qualification Graduate Degree in Engineering (Electronics & Telecommunications) or equivalent

4 Relevant experience 4-7 years of experience in Telecom Domain.

Experience on Routing, Switching, IP and MPLS Technologies, routing protocols. Hands on experience on multivendor networking devices.

CCNA Certification required

Basic understanding of TELECOM terminologies.

Experience in Telecom Inventory tools/Systems

Well aware of telecom processes

Experience on basic configuration of Router, Switch. Earlier experience in MPBN/CAPTIVE services would be preferable.

5 Core Competencies Working knowledge of concepts of networking (CCNA Level or equivalent)

Basic Skills in MPLS & IP Domain

Should have strong knowledge on IP troubleshooting, routing, configuration and troubleshooting.

Strong English proficiency (written and verbal), with highest level of Accent Neutralization.

Managing Network for mobility services such as STP, IN, RECC, LBS, HLR

Responsible for managing Captives Own MPBN network consisting Router, switches &Firewall.

Providing network for SGSN/MME several PACO nodes.

Resolving issues related to O&M and Data traffic for mobility customers.

Coordinating with Vendors to resolve hardware related issue in MPBN network.

Resolving Issues related to Gn/Gi/3GDT/IuCS/IuPS/Gr/Gb,Gx ,Gy,S1C & S1U traffic related to 2G/3G&4G

6 Job Responsibilities Candidate will perform IP troubleshooting on the network infrastructure

Configuration changes on router and switches,

Identify CORE network connectivity issues in MPLS network.

Configurational testing of newly commissioned devices

Co-ordination with Client core team, partner teams.

Co-ordination & support to Field team.

Clear and concise notations at all stages of process work.

7 Other Good Communication skills is must

Ready to work in 24*7 atmosphere / night shifts.

A good team player , Customer friendly

Broad outline of the Role Has enough knowledge within Service Assurance to allow them to apply their knowledge efficiently and work productively with broad instruction.
Regularly participate in important projects or activities as a full contributing team member, is able to proactively identify important issues or risks, seeks the appropriate level of guidance and advice to ensure delivery of quality outcomes.
Operational role which is responsible for delivering results that have direct impact on the achievement of results within Service Assurance.

Works under direct supervision.
Able to identify problems and provide inputs to improve, change or adapt existing methods and techniques drawing from personal experiences and feedback.
Actively acquires more complex skills, techniques, operating practices, knowledge of abstract concepts in order to progress toward full proficiency in the field of specialisation.
Has skills and knowledge that will allow them to adapt to effectively deal with unfamiliar issues, challenges, problems within their field of specialisation.

Education: Engineering Graduate (CCNA/CCNP certification preferred)
Experience: 0-4 years Purpose - Broad objective of the role Operating Network - Key External Operating Network - Key Internal Size and Scope of Role - Financial Size and Scope of Role - No. of direct reports Size and Scope of Role - Total team size Size and Scope of Role - Other size parameters Minimum qualification & experience Other knowledge/skills Key Responsibilities Technical Competencies Knowledge / Skills Communication Skills