1. Job Details

- Function : Dispatch

- Position : Senior Executive/Assistant Manager

- Career Stage : Technical Support Executive

- Location : Bangalore

- Interfaces : 1st & 2nd Level Assurance, Field Operations & Maintenance, Incident Management team, Internal management

- 24X7 Shift Working : Yes (mandatory)

2. Role Definition :

- Carry Out initial ticket triage regarding fault requests and provide analysis to ensure onward dispatch is accurate.

- Reactive/Planned work allocation to the Field, either by manual trouble ticket assignment or through optimized automation processes.

- Support continuous improvement programs by direct relationship with NOC teams and stakeholders

- Review and monitor Ticket allocations through to resolution, ensuring that any escalation processes are followed. Assist resolving Engineers by the provision of additional requirements to allow work execution, including Climbing permission, Access, and other 3PP services in line with local and site specific procedures

- Support the Dispatch Manager in achieving Dispatch and Field Services KPIs, produce escalation and post failure reports.

- Provide an Operationally Excellent service to both internal and external customers

- To work in a culture and way of working characterized by proactive attitude, teamwork focus, strong performance ethics, high professionalism and high energy.

3. Key Responsibilities :

- Monitor and resolve Jeopardy Alerts in a timely manner; assist engineers with any requirements to execute work.

- Append all Tickets with concise, appropriate notes on activities taken to make work executable 

- Access Requests, Confirmation and Approval dates and times and references etc.

- Comply with all Field and Customer procedures to ensure engineer's are booked safely and legally onto site for access or climbs, securing any legal documentation required - Method Statements, Risk Assessment, Employee Certification, Insurance docs and that the Engineer is aware of any local Health and Safety Policies or procedures.

- Maintain constant telephone support through hunt groups and hotline support to provide a quality service to internal departments and external Customers.

- First point of contact for all fault related issues, to ensure prompt escalation to the Dispatch Management.

- Monitor email account for information which may highlight known site or network issues, confirmations of access, climbs or requests for assistance from other areas of the business.

- Provide accurate payment details, Purchase Order numbers and ensure correct information is attached on all access applications. All details are recorded in accordance with local working procedures for accurate invoice approvals and customer charge backs.

- Comply with Landlord procedures to secure Access, Climbs and Escorts. Understand the security and special clearance requirements at some sites.

- Review and provide updates to open work requests, with information to support the business highlighting delays or issues preventing closure.

- Monitor all work queues, assigning tickets within Dispatch SLA's, ensuring the Field resource is fully optimized.

- In the event of any equipment failures, internally or externally, follow the Dispatch Disaster Recovery program to support customer activities until remedial work has been completed.

- Support and assist with the development of work place tools, process and procedures to increase Dispatch and Field performance

4. Candidate Prerequisites :

- Qualifications : Engineering within Electrical Engineering/Telecommunication Engineering/or equivalent

- Industry experience : Telecom/BPO/KPO

- Years of experience : 3+ years

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