Telecom Order Management Support Engineer
The Telecom Order Management Support Engineer will be responsible for managing the complete lifecycle of telecom customer orders from order receipt through successful activation. The role involves validating customer orders, monitoring provisioning milestones, resolving order fallouts, coordinating with multiple internal and external stakeholders, and ensuring SLA compliance while delivering an excellent customer experience.
Key Responsibilities
Order Management
Manage end-to-end telecom service orders.
Validate customer order information before provisioning.
Monitor order progress across various systems.
Ensure timely completion of customer orders.
Track provisioning milestones.
Perform order status updates.
Order Fallout Management
Investigate failed telecom orders.
Identify root cause of provisioning failures.
Correct order data.
Re-submit failed orders.
Coordinate with engineering, provisioning and vendor teams.
Escalate aged or critical orders.
Customer Support
Provide order status updates.
Coordinate installation appointments.
Handle customer escalations.
Maintain professional communication with customers.
Operational Activities
Monitor SLA compliance.
Maintain daily productivity targets.
Prepare operational reports.
Update ticketing systems.
Participate in operational review meetings.
Required Skills Telecom Skills
Telecom Order Management
Telecom Provisioning
Order Lifecycle Management
Order Validation
Order Fallout Analysis
Customer Order Management
Service Activation Process Systems Knowledge (Preferred)
CRM Applications
Order Management Systems ServiceNow ,Salesforce, Pro.visioning Systems , Ticketing Tools
Technical Knowledge
Broadband Services Fiber Services,Ethernet Services ,Voice Services Telecom Service Provisioning
Qualification
Bachelor's Degree Diploma holders with relevant telecom experience may also be considered.
Experience
1-3 years in Telecom Operations.
Experience in US Telecom preferred.
Soft Skills
Excellent written communication.
Good verbal communication.
Strong analytical thinking.
Shift Requirements
Flexible to work permanent in UK/US shift hours.
Willingness to work weekends based on business needs.
Ready to support critical business escalations.
Pay: ₹300,000.00 - ₹600,000.00 per year
Benefits:
- Flexible schedule
- Health insurance
- Internet reimbursement
- Paid sick time
- Paid time off
- Provident Fund
- Work from home
Work Location: Hybrid remote in Pune, Maharashtra (Pune, Pune District)
