Resident Engineer Entr Service Assurance

About the role

The Resident Engineer Entr Service Assurance role at Jio Platforms Limited in Kolkata supports the Customer Service department by ensuring service assurance and fault resolution for customer links. Day-to-day work involves coordinating with internal Jio teams (ESOC, ENOC, Field, NHQ), performing FLT with customer branch-end stakeholders, monitoring DC/DR links, and maintaining link uptime through daily, weekly, and monthly reporting. The position also handles customer escalations, releases fault management trackers, and delivers SLA-bound monthly and quarterly reports.

What you’ll do

• Coordinate with internal Jio teams ESOC, ENOC, Field, NHQ for faster resolution of faults
• Report link status daily/weekly/monthly and ensure maintenance of customer link uptime
• Maintain constant communication and interaction with customer IT/SPOC for all service-related issues and delivery
• Monitor DC/DR links and escalate internally for quick restoration
• Handle customer escalations and feedback effectively in a time-bound manner
• Release the tracker on fault management to customers and internal stakeholders
• Work on SLA-bound deliverables and produce monthly/quarterly reports
• Manage link monitoring and FT life cycle across various scenarios

What you’ll bring

• Graduate (B.E) degree
• CCNA Certification
• 2 - 5 years of experience
• Ability to work with internal stakeholders to resolve SRs on priority
• Ability to perform FLT with customer branch-end stakeholders
• Coordination with internal Jio teams (ESOC, ENOC, Field, NHQ) for faster fault resolution
• Link status reporting daily/weekly/monthly and maintaining customer link uptime
• Constant communication and interaction with customer IT/SPOC for service-related issues

Skills

Education

Graduate (B.E) + CCNA Certification