Skill required: Network Customers Operations - Customer Service Management
Designation: Network & Svcs Operation Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? Responsible for monitoring the network for alarms/errors or certain conditions that may require special attention to avoid impact on the network’s performance. Main objective is to analyze problems, perform troubleshooting, communicate with site technicians and other NOCs, and track problems through resolution. Good Customer Support Experience preferred with good networking knowledge
What are we looking for? ?Ability to meet deadlines ?Written and verbal communication ?Problem-solving skills ?Strong analytical and problem-solving mindset. ?Lead a team and manage all the deliverables with Quality. ?Ability to analyze and resolve business and interpersonal problems quickly and independently ?Ability to simplify complex tasks and drive efficiencies ?Experience and working knowledge on OSI Layer 1 (Physical) and 2 (Datalink) troubleshooting (WAN point to point connection) ?Experience and working knowledge with IP, WAN, OSI layer, TCP/IP models, IPv4/v6 addressing, subnetting and Ethernet. ?Layer 1 to Layer 3 fault isolation and troubleshooting with telco providers and onsite technicians. ?Experience working with internal groups (e.g., order entry, test & turn-up, sales), and third party client/vendors and LEC s (preferred). ?Familiarity with SDH, SONET, and Ethernet concepts ?Must be flexible in changes in working schedule and environment while maintaining accuracy and quality of output to meet the requirements of the client.
Roles and Responsibilities: ?Provide 24/7/365 monitoring of ticket queue, phones, and IRC channel ?Manage network events such as: ?Fiber cuts/ Leased Wave outage - Notify dark fiber providers of outage and manage event to resolution, verify quality of remedial work by measuring power levels etc., and provide all stakeholders with periodic updates ?Link Down, Latency, Packet Loss, Network Traffic Issues and Routing and BGP issues - Familiarity and understanding of router show commands and how to interpret the output ?Manage client s optical network, manage alarms and faults in a multi-vendor environment, and ?Tracking of all work in ticketing system network interconnects with internal and external network operators ?Track and maintain a repository of RFOs and vendor improvements/actions and be able to represent client during external calls with 3rd party providers ?Manage troubleshooting, confirming fix and restoring traffic from network incidents reported by internal teams and third-party teams, engaging field resources and inventory teams as necessary. ?Track, coordinate and manage hardware recalls / minor card or part replacement, RMA part delivery, initiate production change requests and work with onsite techs for faulty card/part replacement ?Read/Parse vendor notifications and translate to Client’s Production Change Request (PCR s) ?Look up affected circuits to include them in change request ?Escalate any emergency change requests for immediate review and scheduling ?Navigate ambiguity with unclear notifications from vendors - escalating as necessary or referring notification to other internal client teams ?Work with vendors when scheduling issues are encountered to determine more appropriate times ?Accurately record all metadata related to tickets. Including, but not limited to, Metros affected, Dark ?Fiber/Leased wave ID, Next action time/dates, Issue type and close code, outage resolution time, etc ?Develops team & talent of the team with diverse capabilities in order to deliver objectives that are in line with requirements of the business. ?Provide real time mentoring and coaching to team in the execution of their daily functions · Allocate workload and assignments to the team ?Responsible for the process to effectively monitor all services that ensures compliance with Tier model and SLAs. ?Responsible for toolsets required to provide event management services. ?Conducts Team Huddle’s ?Conducts RCA to identify drivers impacting performance, and works closely with QAs and Trainers to improve team performance ?Monitor staff performance and complete performance reviews.

Any Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 750,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.