Operations Specialist

Job Description Operations Specialist (L1)

Position

Operations Specialist (L1) Network Field Activity Management

Location -Airoli (Navi Mumbai), Work from Office only

Notice Period - Immediate to 15 days max

Position Summary

The Operations Specialist is responsible for providing 24x7 operational support for network field activities by validating contractor requests, authorizing work, processing transactions, and ensuring complete governance throughout the network work lifecycle. The role serves as the first point of contact for field technicians and contractors while ensuring security, compliance, and real-time operational visibility.

Key Responsibilities

Field Activity Support

• Handle inbound calls from field technicians and contractors.
• Validate contractor identity using approved authentication procedures.
• Verify work orders and maintenance requests.
• Perform asset eligibility and authorization checks.
• Approve or reject work requests based on defined SOPs.
• Support activities such as LRE (Non-Service affecting), PSA (Potentially Service affecting), and SA as assigned.
• Process transactions accurately in the ACME platform or equivalent operational systems.
• Manage contractor check-in and check-out processes.
• Maintain accurate operational records and notes.

Operational Governance

• Ensure real-time logging of every customer interaction and transaction.
• Maintain complete audit trails for all activities.
• Report suspected security or compliance issues immediately.
• Resolve standard operational queries during the first interaction whenever possible.
• Ensure timely updates throughout the work authorization process.
• Adhere to security, compliance, and governance standards.
• Participate in quality audits and coaching sessions.

Required Qualifications

• Graduate in any discipline (Engineering preferred).
• 4+ years of experience in telecom operations, NOC, service desk, contact center, or network provisioning.
• Excellent verbal and written communication skills.
• Comfortable working in rotational 24x7 shifts.

Preferred Skills

• Knowledge of telecom terminology.
• Basic understanding of network technologies.
• Experience with ticketing or workflow tools.
• Familiarity with ITIL processes.