ROLES AND RESPONSIBILITIES 6.5.1 TIER 16.5.1.1 Responsibilities : Track performance and log Reason For Outage (RFO) Initiate Triage process / initial diagnostics (review automation findings and manually validating) Check circuit and order history Reference manually and assign all child incidents that are related to an High Level Outage (HLO) Handle Letter of Authority (LOA) circuits Create manual telco and external incidents to further isolate the fault and send comments Review and respond to incident notifications / Next Action Due (NAD) Pull physical / logical performance monitoring stats and alarm handling Provide regular technical status update for incidents and scrub incidents Provide instructions for Customer to follow to troubleshoot their equipment (Test Assist) Initiate Return Material Authorization (RMA) (Sourcing replacement) process Perform head-to-head testing with telco Lead and / or participate on vendor meet conference / bridge calls with vendors or internal teams (e.
g. SOC) Engage Tier 2 on higher level issues Refer incidents out to Field Ops for dispatches Perform Monitor Service Resolve incident and determine RFO Participate in Customer service reviews as required (SIP, QBR) Provide input into postmortem reviews Provide summary on ticket via SEANR (Summary Escalation Action Next Step Resolution) template Engage provisioning team to redesign route where needed 6.
5.1.2 Skill set required : Bachelor s degree preferred or relevant work experience. Strong Customer service and support skills.
Strong written / verbal communication. CCNA level preferred (1.) To perform value addition activities (CIP and SIP) and implement strategies to improve productivity.
2.) To implement Profit Implement Plan (PIP), review Budget vs. Actual Cost and analyse the deviation to plan strategies to reduce deviation through levers like Automation and self-driven initiatives.
3.) To ensure retention of accounts that are due for renewal or maintain high level of customer satisfaction (ACSAT) (4.
To ensure that all responsibilities and project deliverables are completed within SLAs through effective team management and monthly reviews (5.
To ensure generation of an account level EE and EN revenue (6.) To ensure absorption of freshers as per the defined account targets (7.
To identify attrition percentage in accounts and take up initiatives to reduce the same
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