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Customer Signalisation (responsive mode)
Reception and qualification
Analysis of the customer’s request by describing the incident in coherence with the elements of the contract using post it tool (with request for additional information if missing).
Evaluate the importance of the incident to the customer and assigning the processing priority.
Record Signaling in the OCEANE information system.
1st level analysis on tickets with priotities P3 & P4*
Voice Trouble Tickets: Analysis of the destination QoS, customer’s traffic & providers (tools: supnext, SPOT results).
SIGTRAN trouble tickets: Verification of the state of ITP routers, IP links (tools: meteo, vision).
Transmission trouble tickets: search routing of the link for analogy of a defect & verification of the alarm history (tools: SERIA, Nestor QS).
IP trouble tickets: link status, macroscopic routing, responsibility (tools: meteo, VISION.)
Activation, follow-up and closing incidents
Activation of the services concerned (INOC Voice & Transmission, NOC Delhi…).
Proactive information towards the customer as soon as relevant information is available during the incident until the customer confirms that the service has been re-established and the incident can be closed.
Network Signalisation (proactive mode)
Reception
Network Signalisation (proactive mode)
Reception
Reception and analysis of network signaling, request from NTMC / NOC OTI the impact (via click & run; Smile IP).
If defect not-localized, ask customer for any Maintenance on his side/local incident.
Information towards Customer
Send a mail to customer with the beginning of the incident
Regular updates during the incident
Restoration time of incident after customer confirmation and service back to normal
about you
Excellent customer relationship
Technical Competencies on IC Investigation Products, Services and Tools (Voice, SS7, IP & Transmission)*
Knowing synthesize and report
French a plus, but not necessary/ High proficiency in English
Use office software Word, Excel, Access
Strong Constructive spirit & team spirit
The CSCIW will provide training for job and products
additional information
PRINCIPAL MISSIONS
Receive, qualify and analyze customer complaints then activate the teams concerned and follow up / pilot until the service is restored.
Diagnostic level1 on all P3 and P4 tickets at the responsibility of the CSCIW.
Inform the customer as soon as relevant information is available, during the incident until the confirmation of the resolution of the incident by the customer.
Guarantee that the after-sales service is carried out in compliance with the IC contracts.