AddressRole Purpose
- Customer call handling, raising ticket and probe customer for relevant information asper the nature of problem.
- To handle fault reporting, fault isolation and escalation in accordance to Global Processes
- Diagnose and troubleshoot technical issues including network configuration
- To ensure all faults reported are promptly identified and resolved according to committed service level and KPIs
- Manage internal supports / service partners / vendors to resolve circuit/network faults according to agreed Local Work Instructions
- Willing to work in shifts including night shifts.
- Ability and eagerness to learn different technologies, skills and knowledge.
- Broad technical knowledge and ability to interpret this to the customer level
- Co-ordination with service provider across globe and follow incident management process for the resolution of customer reported incidents
- Identify In-scope work and take right and timely decisions in resolution
Role Description
- Incident Management – Perform first line diagnosis for all IP related faults including IPVPN, Internet etc.
- This role is critical for resolution of customer reported faults and to ensure the faults are resolved within SLA and avoid any service credits.
- This Role requires interfacing with customer and Service providers for fault management. This role also requires working with internal teams during incident management ensuring the faults are resolved within SLA.
- Know when to escalate and how to deescalate
- Provide prompt and accurate feedback to the customers through the incident journey
Desired Profile
- Telecommunications and IT service models and their practical application
- Good Communication skills
- 1+ Years of experience in Telecom Service Provider / System Integrators
- Good knowledge on troubleshooting transmission and IP networks.
- ITIL Fondation level qualified
- Business processes design and documentation
- Experience in escalation of incidents to, and in driving incident resolution with, technology vendors / OLO / Third party suppliers.
- Engineering Degree or equivalent. High technical troubleshooting knowledge in IP Networks
- High Technical knowledge in troubleshooting complex issues in Cisco Routers, switches and Alcatel routers.
- Good understanding on Submarine cable systems.
Educational Qualification
- 1+ Year of experience in Telecom domain
- At least 1 year of exp in IP side and troubleshooting fixed line.
With previous experience in Customer service
Essential Bachelor of Engineering Degree with CCNA
Desired Diploma / BE graduates with Telecom/Computer science background
CCNA/CCNP certifications
Other
Location - BANGALORE
Work mode - Hybrid
Designation - AM
