Senior Executive – Contact Center

Full Time

Reporting to: Lead – Service Operations
Team Size: Individual Contributor

About the Company

Lightstorm is a network infrastructure platform set up by I-Squared Capital, a global infrastructure- focused private equity fund. The mission of Lightstorm is to create a digital native and market leading network platform-based business, built on asset acquisitions roll up and business transformation strategy.

Our network infrastructure platform is built to solve the hyperscale demands and quality network infrastructure issue in emerging markets. We are the winner of the 12th Aegis Graham Bell Awards in the category of Digital Transformation for Telecom. A few things that set us apart:

  • Trusted by hyperscalers and several Fortune 500 companies for high-quality resilient network.
  • Network platform built ground-up using next-generation technology with no legacy to hold us back.
  • Superior utility-grade fiber network ensures 100% uptime, flap and latency guarantees, allowing businesses to deliver a superior end-user experience.
  • Powered by software-defined architecture, our on-demand platform allows businesses to quickly connect, scale and dynamically manage their network.
  • Led by industry leaders from diverse technology backgrounds, Lightstorm has adopted an innovator mindset to solve the pain points of traditional networking.

About Lightstorm Network Operations Center ‘NOC’

  • State-of-the-art Network Operations from two locations DC-Mumbai and DR-Noida
  • Both the NOC operate in active-active mode as DC-DR
  • Deployed and operating Cloud-hosted OSS- BSS systems
  • In-house competence for Network & Service migration with experts coming from india and Global Telecom Operations team
  • Operational experience in managing own facilities and competence in NaaS and SaaS
  • Single source of truth for LTC internal and external teams.

Role and Responsibilities

This role exists as a single point of contact for all customer service-related querie and fault resolution. It will act as onsite extension of the NOC helpdesk for resolution of issues and be responsible for all technical issues concerning the network.Network specialist be able to resolve problems related to
wireless and leased line/MPLS networks.

It shall have the primary responsibility of ensuring a smooth network functioning without congestion, and downtime. Other tasks include:

  • Handling Customer Calls
  • Logging a Trouble Ticket basis customer request
  • Dealing with Customer Complaints
  • Trouble TT severity mapping & assignment to relevant stakeholder
  • Cross stakeholder co-ordination
  • Providing regular updates on Customer Complaints
  • Escalation for SLA breach cases

Key Accountabilities/ KPIs:

  1. Escalation for SLA breach cases
  2. Providing regular updates on Customer Complaints
  3. Customer contact Database Management

Qualification and skills

  1. Minimum years of relevant experience: 2 years
  2. Should have experience within Telecom.
  3. Education qualification: B.E./B.Tech or equivalent 
    • Hands on in using ticketing tools and Monitoring tools like HPSM, Remedy, Temip, Mycom
    • Knowledge of incident management process
  4. Excellent communication skill, clear English speaking and writing ability
  1. Requirement to work in night shifts: Yes
  2. Business Travel requirements No

Want to know more? 

Feel free to write to us and let’s get to know one another!