Engineer - CFU
JG: 06
Key Tasks *
Functional
Customer Facing Unit (CFU) responsible for direct customer interface for first level fault restoration and engaging Technical Team or Field Team for detailed fault restoration.
• Monitor the incoming customer fault Ticket in the tool
• Contact the customer to understand fault scenario
• Provide first level fault restoration support to customer like reset, equipment swap, etc
• Conduct the basic troubleshooting steps coordinating with customer
• Engage Technical Team if the issue persists even after first level troubleshooting.
• Engage Field Team in case Customer Visit required to solve the issue.
• Track the fault until the issue gets resolved.
Key Attributes
• Proven ability to work with others to meet common objectives and customer expectations.
• Able to work in a changing environment and able to adapt with these changes.
• Proven excellence in: Planning; Leadership, Communication, Negotiation, Problem Solving and Organizational influence.
• Must be able to multitask effectively across other responsibilities.
• Highly process focused.
• Can clearly identify improvement opportunities and implement necessary changes.
• Excellent written and verbal communication and interpersonal skills.
• Strong facilitation skills and ability to gain consensus.
• Takes initiative to creatively resolve issues and find solutions.
• Proven ability to see business processes through a customer lens.
• Strong negotiation, conflict resolution and influencing skills.
• Strong analytical skills, comfortable with data and statistics.
• Comfortable communicating to all levels within the organization.
• Results/outcome oriented.
Key Interfaces • Customer (User of the service)
• Onshore SME.
• Operations Team (Service Operations, Service Managers)
• PGO, Engineering Team
• Service Delivery Managers, Network & Service Mgr, Problem Lead, Change Lead
• Resolver Groups (internal, partner and 3rd party)
• Internal groups.
• 3rd Party and Partners Operations/ Engineering/ Project Office (as applicable).
Competences • Technical Experience from either Core/Prepaid/Access network with minimum 3 years of exp.
• Multi-tasking capability.
• Business communication/Writing
• Customer Management Skills
• Vendor / Third party Management Skills
• Cross functional Stakeholders Management.
• Service/Quality Mindset
• Decision making Skills.
Skills and background*
• Working knowledge of Incident/Problem/Change Management/Configuration frameworks such as ITIL v3;
• Excellent understanding of Telecom Networks Fixed and 2G/3G/4G telecommunications technologies.
• Knowledge and understanding of Broadband/RAN/Tx/Core network elements
Background
• 3+ years’ experience in telecommunications or related industry
• Experience in Operations and preferably Managed Services
• Must have good Written and Verbal English.
