Job Title:                     Operations Support - Wireless Assurance

Reports to:                  Head – Wireless Assurance

Division/Dept.:           B2B Service Assurance

 

JOB PURPOSE

This position is responsible for Service Assurance for Wireless B2B Customer links and thereby directly contributing customer satisfaction.

The position will also be responsible to exercise the analysis basis the study of Faults (SR rate, trend, attribution and Solution) to reduce the SR, SLA & MTTR and drive Circles and Partners efficiently to attain operational excellence.

 

 

Key focus area of this position are as follows:

 

Ensure customer SRs gets resolved within timelines along with FESR compliance. Reporting of MIS/Dashboards to senior management/functional heads capturing areas of improvements, performance trends & bottlenecks. Assessing the areas to improve on Faults and Repeat Faults. Drive on key actions with Partners and Circles. Handling Solitaire/ SDWAN customers efficiently. Ensuring 100% Network availability. 100% Field SR automation and allocation through AW Focus on customer retention through Repeat Fault reductions and SIP

 

 

SKILLS AND KNOWLEDGE

 

                QUALIFICATIONS

Graduate in Science or B.Tech / B.E/MCA. MBA will be additional advantage

 

                RELEVANT EXPERIENCE

4 to 6 years of experience in Telecom, having experience in handling service assurance with flair of managing customer relationships / operations with strong service orientation. Good knowledge of RF network and possesses team building skills.

 

Knowledge required 

Service assurance in Cross Functional  environment aligned to business requirement Understanding of the business, the market, the competitive landscape and the products and services offered Strong Technical understanding of telecom networks and services Good Exposure on B2B service assurance for multiple products

 

 

PERSONAL CHARACTERISTICS & BEHAVIOURS

Must possess professional management skills; leadership, planning, influencing, negotiating, problem-solving, and relationship management skills Excellent Interpersonal Skills Problem solving and working with others to reach a resolution Careful planning to achieve accurate and timely results Team player with ability to collaborate across teams and direct efforts towards common objectives A confident communicator – with strong written and oral skills Proficient in using MS Office Self-motivated and self-driven Persuasion & negotiation Skills