The Role
Manages telecom customer service delivery and assurance across a designated zone. Responsibilities include coordinating builders and network partners, handling permissions, identifying new buildings and partners, overseeing customer-site deployments, testing and troubleshooting, scheduling engineers, maintaining infrastructure and CPE, managing assets in SAP S/4HANA and AMS, coordinating migrations, and ensuring timely asset retrieval. Leads 4–6 staff and collaborates with program management, customer service, network planning, network operations, and finance teams.
Summary Generated by Built In
Job responsibility
Zonal Incharge – CPO is responsible for timely & cost-effective Customer Service Delivery & Assurance in the designated zone.
Major responsibilities include:
- Customer service delivery & assurance
- Liaison with builders for PROW - cost effective & faster building level permissions
- Providing inputs related to potential new partners from the zone
- Identification of upcoming buildings in the zone
- Upkeep of existing relationship with building management and update the Building tenancy details
- Vendor management of Network partners (CPO, Vistaar, 3rd Party OHF & NNI, TCL, BSO)
- L2 survey
- Access for 3rd Party Vendors for OHF cable/UBR at TTL POP with Field Operations approval
- MRN processing & capitalisation in S4HANA basis WBSE, physical verification in AMS of TTL assets deployed at customer location- MUX, CPE, Routers, EPABX etc..
- Ensure execution at customer site RFS & end to end testing for all on-net and offnet media - OSP/IBD, ODN, UBR, Copper using different CPEs - MUX, MMC, L2 switch, copper modem, GPON etc.
- Responsible for customer delivery and testing from handoff point outside TTL PoP to customer location
- Scheduling engineer for testing
- Coordination with NOC for testing & troubleshooting on need basis
- Performance management of existing partners
- Maintenance Activity at Customer location – Infra, IBD, ISP, CPE along with AMS updates
- TP to Own media, Copper to FTTH migration
- Ensuring timely asset retrieval with ATN in S4HANA & AMS update
The aspirant for Zonal Incharge – CPO role must have in-depth understanding about the customer requirements & to manage the same with the partners. The role will handle issues related to customer management for service delivery & assurance.
Span of control: 4 to 6 Staff Key Customer Customer Program Management, Customer Service Management, NW Planning, NW Ops & Finance Necessary Preferred Skills- In depth Knowledge of ROW/PROW.
- Adheres to the industry standards.
- Assumes full responsibility for the safety and security of the team.
- Determines the scope, budget, and schedules for customer service delivery existing and new projects.
- Submits weekly project status reports to the reporting managers.
- Delivers within the stipulated time.
- Follows engineering standards and work as per market engineering specifications.
- Maintains records of all projects
- Inspects deployments of customer deliveries as per the quality standards
Working experience with prominent telecom operators for Estate management, Service Delivery & Assurance Qualification PGDM/B.E./B.Tech (Telecom/Communication/Instrumental) Overall Work Experience
8 to 12 Years in service delivery & assurance
Behavioural Attributes- Positive thinking
- Willingness to work in a competitive environment.
- Team player
- Good listener
Transforming Businesses through Digitalization
Tata Tele Business Services (TTBS), belonging to the prestigious Tata Group of Companies, is the country’s leading enabler of connectivity and communication solutions for businesses. With services ranging from connectivity, collaboration, cloud, security, IoT, and marketing solutions, TTBS offers the largest portfolio of ICT services for businesses in India. With an unwavering focus on customer-centricity and innovation, TTBS continues to garner recognition from customers and peers alike.
Our People Shape Our Journey Ahead
We are India’s leading enabler of digital connectivity and technology solutions for businesses - a feat possible only because we are fueled by the dedication and passion of our people. We welcome the finest talent and believe in nurturing and mentoring them to rise into leadership roles, while standing tall on our ethics and values.
Skills Required
- PGDM, B.E., or B.Tech in Telecom, Communication, or Instrumentation
- 8 to 12 years of experience in service delivery and assurance
- In-depth knowledge of ROW and PROW
- Knowledge of industry standards and market engineering specifications
- Ability to determine scope, budgets, and schedules for customer service delivery projects
- Ability to submit weekly project status reports
- Ability to maintain project records and inspect customer deployments against quality standards
- Experience working with prominent telecom operators in estate management, service delivery, and assurance
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The Company
What We Do
Tata Tele Business Services (TTBS), a part of the Tata Group, is a leading provider of Smart Digital Solutions and ICT services for India's Small and Medium Enterprises (SMEs). It offers a comprehensive suite of solutions, including connectivity, collaboration, cloud, security, and IoT, empowering businesses to connect and grow in a digital-first world through cutting-edge technology.
