Service Specialist - Vidio Calling (Telcom Company)

TalentMint Consulting Pvt. Ltd.
  • Mumbai
  • Confidential
  • 10-17 years
  • 166 Views
  • 22 Jun 2015
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  • Operations, Customer Service

  • Telecom/ Mobile Operator/ ISP/ Telecom Vendor
Job Description

Job Mandate:

Shall be responsible for delivery of QoE and QoS from the Video calling Services.
They will be technology experts in the domain of E2E Video calling rendered through LTE, FTTX and Wifi networks.

Key Responsibilities:

Lead Video Calling Service related functions of SEC during a shift
Be responsible for the delivery of service quality and customer experience for Video Calling Services through LTE, FTTX and Wifi Networks
Provide suggestions for corrective actions for any performance degradation in the Video Services
Analyze degradation in service parameters, generate work instructions to the respective teams in NOC and Performance Optimization for issue resolution and drive issues to closure
Support Service Manager in operational readiness of the operations organization for the launch of new services
Support Service Manager in providing improvement recommendation on the service model to NP&E & Product/Marketing teams
Support Service Desk in resolving any issue escalated by Customer Care team
Support NOC teams in Problem Management with respect to Video Calling Services
Interact with Customer Care for any notification to a group of customers related to Video calling Services through Service Desk

Educational Qualifications:

Engineering Graduate Years of Experience (minimum & maximum) At least 10 years of experience in Video Service management through various Wireless and Wireline technologies, preferably 2/3 years in IMS based Video services

1. Manage overall customer experience for IMS and/or SIP based Video Calling Services delivered through LTE, FTTX and Wifi networks - Preferred
2. Analyze data for any deviations in the service & customer experience parameters, identify the root cause of those issues and resolve - Preferred
3. Perform troubleshooting of in-service problems and provision of emergency corrections - Mandatory
4. Identify recurring issues that can be classified as Service problems and drive their closure - Mandatory
5. Manage Video Calling/IMS Services delivered through various access technologies - Mandatory
6. Perform service assurance/ performance analysis in operators NOC/ SOC - Mandatory


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TalentMint Consulting Pvt. Ltd.