Senior Customer Service Executive – Network Operations & Support

About the role

The Senior Customer Service Executive will lead fiber deployment, construction and last‑mile/FTTH connectivity projects for Tata Communications. This role ensures end‑to‑end planning, execution and acceptance testing while maintaining strict adherence to customer specifications and quality standards.

Key responsibilities

• Plan, execute, track and complete fiber optic infrastructure construction projects.
• Conduct acceptance testing and apply a “First Time Right” approach.
• Manage deviations from customer specifications to avoid penalties.
• Instruct and review work performed by professional and technical staff.
• Oversee vendor and customer relationships to deliver projects on time, within cost and quality targets.
• Prepare MIS/DPR reports, track non‑conformities (NC) and ensure minimal DLP.
• Maintain quality standards, conduct inspections and ensure EHS compliance.
• Track invoices for partners and TCTS and keep project tools and SOPs up‑to‑date.

Required profile

• Graduate degree.
• 3–8 years of experience in fiber construction, rollout and acceptance testing.
• Proven problem‑solving ability in fast‑paced, 24x7 telecom environments.
• Experience managing material, vendors and customer interfaces.

Required skills

• Fiber Construction Specifications knowledge.
• Airtel AW Tool proficiency (mandatory).
• Project management tools (advanced).
• Material management and tracking.
• Acceptance testing procedures.
• MIS/DPR reporting.
• NC tracking and closure.