Customer Service Executive – Provisioning & Configuration Management

Job Family Descriptor
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
Scrutinize orders logged by sales teams for completeness before commencement of delivery, process orders as per guidelines. Provide inputs to supervisor on provisioning issues to be discussed with the Service Assurance teams. Has enough knowledge within Provisioning and Configuration Management to allow them to apply their knowledge efficiently and work productively with broad instruction. Regularly participate in important projects or activities as a full contributing team member, is able to proactively identify important issues or risks, seeks the appropriate level of guidance and advice to ensure delivery of quality outcomes. Operational role which is responsible for delivering results that have direct impact on the achievement of results within Provisioning and Configuration Management. Works under direct supervision. Able to identify problems and provide inputs to improve, change or adapt existing methods and techniques drawing from personal experiences and feedback. Actively acquires more complex skills, techniques, operating practices, knowledge of abstract concepts in order to progress toward full proficiency in the field of specialisation. Has skills and knowledge that will allow them to adapt to effectively deal with unfamiliar issues, challenges, problems within their field of specialisation. Education: Engineering Graduate Experience: 0-4 years

Purpose – Broad objective of the role
The incumbent would be responsible for KPI’s related to Voip provisioning on Sonus ( Voice/IPX/network etc.)Preparation of team functional deliverables, weekly review dashboard & metrics reporting based approach to monitoring service performance levels and QOS to identify lead/lag areas, recommend & implement product/process corrections for earliest delivery time. 
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
Experience 
•          1 – 3 years of experience 
Educational Qualifications: 
•          Graduate degree (Preferably BCA/BE) 

Other knowledge/skills
Dealing with ambiguity and strong analytical skills 

Key Responsibilities
Major Activities 

• Design, drive & implement provisioning KPI to support Business 
• Responsible to Prepare & Analysis of the Dashboard & Publish the same within TAT. 
• Also other Adhoc Report as and when needed by the Business Operation Manager. 
• Design Analytics & Statistical model leading to early Identification and prevention of Losses 
• Identify and implement strategies to minimize operational & process error leading to Losses 
• To ensure information flow of the business metrics for an accurate &timely business decisions 
• Identify areas of risk; Assess control environment, Key Risk indicators and the Change control mechanism for assigned processes or functions 
• Work with various internal departments and become familiar with the overall businesses strategy to effectively execute each risk & control program 
• Assisting respective stakeholders (internal customers/ vendors) in implementing and deploying a risk strategy, including services such as: development, risk and control self-assessments. 
• Developing, modifying and implementing system to counter prevailing loss trends. 

Technical Competencies

• SIP fundamentals 
• Network architecture and Voice concepts 
• Data products 
• Details on Voip architecture  
• Client Servicing 

Knowledge / Skills
Communication Skills

Job Segment: Telecom, Telecommunications, Service Manager, Manager, Customer Service, Technology, Management