Job Description

Oversee and drive back office provisioning of service delivery including onnet feasibility, access networks and customer order provisioning. Drive system and process improvement projects to ensure timely and cost effective provisioning of orders in ILD, NLD and MAN networks. Ensure availability of inventory of network systems and bandwidth in provisioning on networks. Analyze need for capacity augmentation/ optimization to address capacity crunch in networks. Plans, organizes and directs all operations with respect to installation support, network service and major moves. Identify and lead implementation for any new network updates. Responsible for the configuration of telecom infrastructure and/or network components to meet design specifications. Manage and monitor planning and delivery of orders in terms of configuration management. Guide and monitor team to design the network to ensure the customer connectivity in agreed time and supervise hand over to project implementation team. Drive change management initiatives, make change requests and monitor change processes and IT initiatives within to ensure delivering a tested active service layer to the customer on time at optimal costs to the organization and drive continuous improvement. Diagnoses, troubleshoots and resolves problems, and takes corrective action when necessary. Provides technical expertise, business planning and workflow management for ensuring smooth integration of network and system solutions/network improvement. Ensures that all installation functions are performed in a timely fashion to meet specifications.

Broad outline of the Role
Role: Sr. Customer Service Executive
Sub Band: B2-2
Location: Chennai
Shift: UK timings
Key Responsibilities
Candidate should have 8 years of experience in Telecom/ISP domain
Work closely with enterprise customer, account manager, Other licence Operators, technical program management team to meet the customer expectations on delivery milestones
Knowledge in handling FTTx broadband
Experience in broadband provisioning & Cease order management
Periodic update to customer is key activity/responsibility
Cross check Customer communications and KCIs (Keep Customer Informed)
Constantly monitor and report on project progress and status to all stakeholders
Experience in managing international customer
Experience in Validation and order management & scheduling an engineer for service change request
Escalating Field team for a highly escalated order and securing Field resources.
Hands on experience in CRM & Ticketing tools (Amdocs, BMC, COMS, CPS & SSBS)
Knowledge in SAP BI(BOXI).
Strong Verbal and written communications skills
A good team player & good Customer experience /satisfaction
Experience in Last mile connectivity, Supplier Co-ordination and order delivery

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: Service Manager, Change Management, Program Manager, Business Process, Customer Service, Management
Education: Any Graduate
Industry: IT-Hardware/Networking, Telecom

Skills Required