Customer Service Executive - Customer Service Operations

PositionSummary:

This positionshall be responsible for the Efficient Operations & Management of theSubmarine Cable System and its Equipment & Network and its interfaces withinterconnecting transmission facilities. Candidate should be ready to work in 24x7shift. The scope of work includes traffic monitoring and fault analysis and itsrectification, complaint handling & its resolution, Planned and unplannedactivities management and timely & regular updates to concern teams. Activecoordination with internal customers, consortium parties, cable landingstations, vendors and consortium to resolve system related problems. Circuitprovisioning, activation, De-activation, and testing in coordination with Cablestation teams.

Activelyacquires technical skills, techniques, operating practices, knowledge ofabstract concepts to progress toward full proficiency in the field ofspecialization.

MajorResponsibilities:

EfficientOperation & Maintenance of the submarine cable equipment & associatedNMS

MaintainEquipment & Traffic Uptime

Coordinationwith CLS for network fault troubleshooting & rectification of problems

Performpreventive & corrective maintenance as per JSMD guidelines

Testing &maintaining the restoration path & keeping ready for use

Preparation& analysis of Equipment & NW performance reports and submitting toconsortium as per schedule

Coordinationduring Cable failure & repair and restoration of traffic as per JSMDguidelines

Implementingthe remedial actions proposed by vendor to clear the Equipment/Networkdeficiencies

Manage newinstallations and upgrades activities

Ensureprocesses are followed towards achieving committed SLAs and KPIs

Achievecustomer satisfaction within network performance

Compliancewith JSMD Guidelines

KeyPerformance Indicator (KPI):

Traffic upTime

EquipmentUptime

TrafficProvisioning & Management & Restoration

PreventiveManagement on Network as well as wet segment

Fault &Complaint Management

Alarm &Network Performance Management

Compliance toNOC process & JSMD guidelines

Network PerformanceReport

Repairs and Inventory Management

Manager Input Skills:

Transmission Technologies, SDH, DWDM,Ethernet, OTN, Submarine Cables Operations