JOB DETAILS:
Main Purpose:
Proactive and timely incident management of IN related product services and improved enterprise customer experience
Main Job Functions:
• Track EBU wholesale and Tier customer incidents end to end in cognizance of SLA compliance.
• SLA and OLA follow-up with all operational teams
• Coordinate the implementation and acceptance of operational Adhoc works in RAN, Transmission and electrical mechanical domains.
• Conduct periodic reviews of resolved customer complaint incidents to verify that appropriate solutions were implemented through the incident management process.
• Perform initial support and troubleshooting activities for all customer complaints escalated by customer service and escalate incidents that require the attention of high level support
• Coordinate the resolution of faults or escalated incidents until closure – also ensure timely communication to stakeholders in case of critical failures
• Resolution of Work orders as assigned.
• Participate in routine testing of new…
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