Customer Service Executive – Global Network Operations Full Time

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Key Objective / Purpose Of Job

SMW4 CLS Sr Exe is mainly responsible for 24×7 Operation & Maintenance of wet plant and dry plant equipment’s at landing station as well as submarine cables Networks. Responsible for traffic monitoring and fault analysis and its rectification, Call Handling & Complaints management, Planned and unplanned activities management and timely & regular updates, Compliance to JSMD Guidelines and maintaining MTTR, Active coordination with Cable stations, NOC & vendors to resolve system related problems, Circuit provisioning, activation, De-activation and testing and Coordination with cross-functional teams to adhere to the defined processes.

Major Activities

Operation & Maintenance of cable station equipment’s and associated NMS

Maintain Cable Networks’ Operations & Network & Traffic up Time

Provisioning of circuits & path in cable Network

Testing and maintaining the restoration path & keeping ready for use

Opening & tracking the call IDs with vendor for remedial action

Compliance with quality audit process and JSMD Guidelines

Opening SMW4 TTs and precise & timely update to consortium

Notifications for planned and unplanned Events to all stake holders and consortium members

Coordination with cross-functional teams to adhere to the defined processes

Coordination with NOC, other cable stations & Vendors

Coordination with NOC and other CS for network fault troubleshooting

Preparation & analysis of Equipment & NW performance reports

Root cause analysis of the repetitive/major failure and remedial action

Perform preventive & corrective maintenance

Active coordination during Cable failure & repair and restoration

Technical

Knowledge of SDH/ DWDM , OTN ,SDH protection scheme & Sub Sea cable monitoring , handling CLS equipment SLTE, PFE etc.