SME Telecom Domain
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Job Summary
Role Purpose
The purpose of this role to deliver great customer service/experience by effectively acknowledging tracking and prioritizing all client cases as per the regulatory guidelines and ensuring resolution as per the defined SLAs by allocating the same to the relevant support team.
4-6 years of overall Experience
2-4 year experience as a subject matter expert in Telecom ISP repair and troubleshooting domain.
Advanced knowledge of TCP/IP DNS DHCP latency packet loss
Hands-on experience with fiber and broadband diagnostics
Ability to interpret optical power levels alarms and error counters
Strong analytical and decision-making skills under pressure
Clear technical communication and stakeholder coordination
Provide advanced technical support act as escalation point for complex ISP repair issues and drive root-cause fixes to reduce repeat faults and call volume.
Key Responsibilities:
Handle L2 escalations for complex broadband and fiber issues
Support agents during live calls for technical guidance
Perform deep diagnostics on network device and configuration issues
Coordinate with NOC and field teams for chronic and mass outages
Analyze repeat faults and recommend permanent corrective actions
Create and update troubleshooting SOPs and knowledge base
Support pilots new launches and process changes
About Company
As a global leader, Wipro blends consulting and AI expertise across design, engineering and operations to accelerate business transformation and deliver future-ready technology.
