发布 Sep 24, 2018 17 查看
Role Summary
Customer Support, Fault Reporting, Fault Management, Fault Escalation, Fault Resolution, OAMP via e-mail/support desk/phone/skype/ whatsapp, System maintenance and Management, Interconnection, Provisioning, Routing, CDR reconciliation, CDR downloading.
Duties and Responsibilities:
· Provision different carriers as a customer or supplier.
· Should have knowledge of RFC 3261, RFC 2833, RFC 3555, RTP, Wireshark.
· Fault Monitoring: Monitor top Destinations frequently, Monitor (ACD, ASR, PDD, Monitor CDR’s), all Zeta Network Components i.e. SBC, Switches, Routers, Servers, PC’s and ensure 99.99% uptime.
· Fault Reporting: If issue is reported take necessary steps, make manual test calls and via testing tool to reproduce/replicate scenario.
· Fault Escalation: If issue is replicated then escalate with concerned carrier/Vendor, concerned team.
· Fault Resolution: Take necessary actions to resolve the issue which includes escalation with business development team/Finance department/concerned carrier/Concerned Vendor.
· Should be available on call 24x7x365
· KPI: Turnaround time for a customer complaint logged in the subject.
· A. Response time = 30 minutes
· B. Fix/Restoration/handed to commercial time = 24 Hours
· C. Resolution time = 72 Hours
· Routing Plan(s): Can create, modify and delete routing plan for customers and should know how to set Least cost, Load shared and priority routing for different customers.
· To effectively resolve complaints from different customers and to locate the faulty suppliers and reasons of calls failure and it’s troubleshooting.
· Monitor inbound and outbound traffic passing through the system.
· To communicate well and work with teams effectively.
· Complete know how of ticket management system
· Testing of different routes.
· CDR Extraction
Key Performance Indicators:
· Trouble shooting
· Provisioning
· Familiar with System
· Analytical Skills
· Monitoring
· Multitasking
· Testing
技能
Zeta Technologies
Zeta Technologies is a young yet energetic company backed by pool of seasoned professionals having over a decade of experience in providing IT and Telecom services which is reliable, professional and sensitive to its customers’ needs. Zeta Technologies has achieved excellence in providing business class and cutting edge IT and Telecom services due to vast experience in successfully handling large scale projects. Zeta has set a vision to become a premier solutions provider company offering world leadership in digital solutions for the networked society - a society transformed by personalized solutions, speaking the identical digital language where everyone is able to communicate anytime, anywhere. In our chosen market, we are focusing on becoming the leaders in client satisfaction, innovation, professionalism and superior quality Voice & Data solutions.
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