Customer Service Executive - Hybrid Network Services Network Operations & Support

Mandatory Skill:

good verbal and written english /communications skills; ready to work in australian business hours (1.30 ist/2:30 ist); ability to manage field partners for successful field maintenance execution and validation; alarm/ fault management; knowledge on telecommunications network; international voice support

Optional Skill:

tool experience: remedy, netcool, service now, mosaic, comptel, pwb, xpetrak, nxt, tableau

Description :

Mandatory Skills:

• Good written English and communications skills

• Ability to manage field partners for successful field maintenance execution and validation.

- Ready to work in Australian business hours (1.30 IST - 10:30 IST)

• 2 to 4 Years of total experience in Telecommunications network understanding.

• Should have fault management experience with transmission equipment's.

• Understanding of alarms and ability to identify service impact.

Technical skills (Optional)

• Should have fair understand of Broadband network and ability to identify faulty segment (Access, Backhaul, Core etc.)

• Tool experience: Remedy, Netcool, Service Now, Mosaic, Comptel, PWB, Xpetrak, NxT, Tableau

• Ability to analyze network performance insights, triggers and identify issues that need maintenance work

Routine Maintenance:

• Network at Risk, Field Tickets, Change Request creation

• Field work order creation and liaising with contractors

• Technical support tech for on-site works

• Perform pre & post modem checks

• Dropbox/email monitoring

• Review and validate completed works

• Validate works, payment claims validation

Proactive Maintenance:

• Monitor triggers (Service Escalation, Node Health, Critical/Major Severity, Daily Flipping list)

• Create/close emergency change request

- Perform pre & post modem checks, status checks and confirm resolution -

Perform modem swap back-end activities

• Validate works, Payment claims validation.