Engineer - Customer Service Operations

Key Responsibilities Monitor customer services and ensure service uptime and performance Act as a single point of contact (SPOC) for service assurance-related customer issues
• Handle incident management, fault tracking, and resolution coordination
• Ensure timely resolution of tickets within agreed SLAs Coordinate with NOC, field teams, and vendors for troubleshooting and closure
• Provide regular updates to customers on incidents and service status
• Perform root cause analysis (RCA) for recurring issues
• Maintain accurate records of incidents, complaints, and resolutions
• Manage and resolve customer escalations effectively
• Ensure high levels of customer satisfaction (CSAT) Identify trends and suggest preventive and corrective actions Key Skills & Competencies Good understanding of service assurance / operations processes
• Basic knowledge of networking/telecom services (internet, MPLS, leased line preferred) Strong customer handling and communication skills Problem-solving and analytical ability
• Ability to manage multiple issues in a fast-paced environment Coordination and stakeholder management skills
• Familiarity with ticketing tools / CRM systems