ibex is looking for a Senior Telecom Specialist to maintain a close liaison and strong relationship with carriers, from day-to-day operations perspective, monitor their service parameters using well-defined templates, and keep an updated record of

The ideal candidate shall be able to maintain day-to-day Telecom operations, which invite every type of support required to trouble-shoot faults, outages, downtimes or any other kind of service interruption (and associated risks and impacts) from the enterprise Telecom business partners, carriers and service providers.

• To participate in the fast-track diagnosis of the complaint/fault, and to independently route precise, complete information to the relevant carrier/vendor for first-level ticketing and bringing in required support or feedback to the user platform/business,
• To follow-up with all the stake-holders on open tickets, while duly recording all the updates and activities,
• To ensure receipt of appropriate PIR's, and RCA/RFO documents from the carriers/service providers, as per inked SLA and agreed time-frame,
• To monitor the SLA commitment statistics of all the service providers/carriers and keep the management posted through periodical downtime reports,
• To prepare weekly, monthly and quarterly reports as well as presentations (on a quarterly and annual basis), which may contribute towards carriers’ service level analysis and network quality review,
• To document ongoing projects and track their progress using tools like MS-Project, Smartsheet, etc.
• To pursue the step-by-step trouble-ticketing process under the supervision and guidance of immediate supervisor.

• 10+ years of experience in Telco.
• Work experience of a carrier’s NOC, Operation Helpdesk, or any Support function in a BPO or Telco environment, shall be preferred
• Team-players and people with positive attitude shall be preferred.