Customer Service Executive - Customer Service Operations

About Tata Communications

Tata Communications is pioneering advanced connectivity solutions through innovation and intelligence. Focused on next-generation services powered by Cloud, Mobility, IoT, Security, Media, and Network services, the company is shaping the future landscape of communications.

Role Overview and Responsibilities

• Continuously monitor network events and alarms around the clock and create tickets accordingly.
• Filter alarms and raise tickets following predefined business rules.
• Correlate tickets and assign them to appropriate resolver teams.
• Conduct alarm-event correlation and assess service impact effectively.
• Notify retail and wholesale service providers promptly about incidents and outages.
• Support and manage the Real Time Change Management process for planned outages.
• Maintain detailed work logs for every ticket handled.

Experience and Knowledge Requirements

• Between two to four years of relevant experience.
• Basic understanding of telecommunications networks.
• Familiarity with access technologies such as FTTx and HFC.
• Capability to interpret alarms and determine their impact on service.
• Proficient written English and communication skills.
• Experience with tools like Netcool, Remedy, E6000 (CMTS), NxT, and Tableau is preferred.
• Good understanding of broadband networks with the ability to pinpoint faults across access, backhaul, and core segments.

Shift Details

The role involves a rotational 24x7 shift schedule, including coverage of Australian business hours from 2:30 AM to 11:30 AM.