Senior Customer Service Executive - Service Delivery and Management

About Tata Communications

Tata Communications is at the forefront of innovating connectivity through advanced solutions such as Cloud, Mobility, Internet of Things (IoT), Collaboration, Security, Media, and Network services. The company aims to pioneer a new era of communication intelligence.

Role Overview

The role involves managing and troubleshooting operations related to installation support and network service configurations. This operational position is pivotal in ensuring project deliverables align with business requirements and directly impact outcomes.

Qualifications and Experience

• Bachelor's degree in engineering or an equivalent qualification.
• 0 to 4 years of relevant experience in managing network infrastructure projects and field-related activities.

Essential Knowledge and Skills

• Familiarity with provisioning processes, including telephone, internet, data, and service activation.
• Experience with switch and router configurations.

Key Responsibilities

• Complete configuration tasks for Enterprise or Wholesale clients, ensuring deployments are flawless and within SLA timelines.
• Manage change requests, service turn-ups, and migrations effectively.
• Conduct standard testing and troubleshoot installations and activations following provisioning.
• Verify wiring connections and coordinate dispatches with field teams.
• Actively participate as a contributing member in critical projects and activities.
• Ensure timely execution of installation functions to meet established SLAs and KPIs.
• Handle escalation management when projects face challenges or risks.