Associate Team Member NOMC

Role & responsibilities

• Consumer Complaint Resolution: Manage and resolve consumer complaints through the ticketing system, ensuring all tickets are closed within the defined Service Level Agreements (SLA).
• Technical Support: Provide technical assistance to the field team for any product or service-related issues.
• Testing & Validation: Perform User Acceptance Testing (UAT) and Site Acceptance Testing (SAT) as required.
• SLA Management: Monitor and take proactive actions to ensure SLA compliance.
• Dispute Resolution: Handle disputes raised through Payment Gateway (PG) service providers related to recharge services.
• Resource Coordination: Align Network Service Provider (NSP) and Communication Service Provider (CSP) resources when necessary.
• Utility Grievance Handling: Address consumer grievances through service request management.
• Change Management: Implement and oversee production solution changes via the Change Management Process.
• Incident Management: Manage and resolve incidents within the Network Operations environment.

Preferred candidate profile

• Basic Knowledge of Smart Metering Systems & Infrastructure (AMISP) Understanding of systems that measure, collect, and analyze energy usage, and communicate with metering devices such as electricity meters, gas meters, heat meters, and water meters.

• Event & Alert Management: Ability to monitor, interpret, and respond to system alerts and events effectively.

• Utility Billing Systems: Familiarity with the processes and systems used for utility billing.

• Ticketing Systems & SLA Management: Experience with managing customer complaints and ensuring timely resolution within agreed SLAs. • UAT/SAT Testing: Experience in conducting User Acceptance Testing and Site Acceptance Testing to validate system functionalities.

• Technical Support Skills: Strong problem-solving abilities to provide effective technical support to field teams.

• Shift Work: Willingness and ability to work in rotational shifts covering 24x7x365 operations.

• Communication & Coordination: Excellent communication skills with the ability to coordinate among various teams and stakeholders.