Job Description
Job Description
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 Education: Graduate Experience: 0-2 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
Job Segment: Help Desk, Information Technology, Technical Support, Change Management, Customer Service, Technology, Management
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 Education: Graduate Experience: 0-2 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
Job Segment: Help Desk, Information Technology, Technical Support, Change Management, Customer Service, Technology, Management
💡 Quick Summary
Seeking a career-building opportunity? The Jr| Customer Service Executive | Service Assurance | 11001 position is now open for candidates interested in the Customer Care Executive sector. This role in Tamil Nadu offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care Executive is a plus.
