Instructions for T & M engineers

This section is on standards and practices for those who are deputed at client site and expected to visit client site on a regular basis or on-demand basis.

• Dress, etc.
  
  
  
  • Strictly wear clean formal dress (shirt/T-shirt tucked-in) and formal polished shoes/footwear on all days while visiting to the client office (e.g. Avaya) or while visiting client's client (e.g. Airtel).
    
  • For guys, shirt/T-shirt tucked-in and clean-shave is mandatory on every day you visit the client site.
    
  • You can use T-shirt provided by Merce (having Merce's logo) as a part of formal dress.
    
  
  


• Communication facility
  
  
  
  • Cell phone usage: The number you provide to the client and the Merce team must always be active, cell phone battery must be charged.
    
  • Those who are posted outside Mumbai have an option to purchase a local SIM card and use it. You have to ensure that you keep this number always active and do not switch between your current number and new number till you are working at the client site. Today, a better option is available to handle your personal as well as professional requirements by opting for a mobile phone with dual SIM cards. You can file the voucher for a mobile phone expenses done for professional use after checking with your reporting officer. We believe you will have more of incoming calls and less of official outgoing calls on number you share with Merce or client team.
    
  • Keep your cell phone on low volume mode, with 1-2 rings for incoming calls wherever feasible so that you do not disturb your fellow colleagues. Keep your caller tunes suitable for office environment.
    
  • For some reason, if you cannot take a call immediately, send an SMS to the caller and return the call to the client at immediate convenient time.
    
  • Check for new emails few times in a day.
    
  • Use your official address for all communication with Merce team as well as clients.
    
  • Talk to your reporting officer at the client site if you are taking a break for a longer period or expected to be in different area where mobile signal has problems and give alternate numbers for contacts.
    
  • When you are working as a team, do not take a break at the same time or be outside your working area for long period if all of you cannot be reachable on cell phone due to strange co-incidence.
    
  
  
• Processes/policies at the client site
  
  
  
  • Get your self acquainted with all processes and security policies at the client site you are visiting. If you are not aware of such policies, check with your reporting officer in Merce/client site. Lack of prior knowledge cannot be considered as an excuse to bypass those processes.
    
  • Strictly adhere to the processes and policies defined at client site, however bureaucratic or meaningless or easy to bypass without someone's notice. If you have any opinion on improvements or exceptions, talk to your reporting officer in Merce. Note that you cannot bypass the processes without a written confirmation from your reporting officer in Merce.
    
  • Get yourself aquainted with the hierarchy and key members of the division at the client site for which you are working. This knowledge is necessary for accepting instructions, reporting and escalating it to the your reporting officer in Merce, standard behavior expected while communicating with the client, etc.
    
  
  
• Attendance, work schedule, leave
  

  All comments in Leave section [1] under S & P apply. In addition, while you are at client site, following is must.

  
  
  
  
  • Plan your long leave well in advance. You are expected to inform to your reporting officer in Merce at least a month in advance under normal circumstances.
    
  • Follow the schedule decided at a client site. Learn what is expected schedule for reporting, check with your reporting officer at Merce and the client site if you have a doubt. For meetings and maintenance operations, strict adherence to the schedule is must.
    
  • If you are not well or expected to get delayed or got delayed in reporting at work due to any reasons,
    
    
    
    • Send SMS to your reporting officer in Merce and Nortel and your colleagues at Nortel as soon as you are sure that you will reach late, informing about the reason for delay/sudden leave.
      
    • Get confirmation that you can take a leave.
      
    • Be available over phone even if you are not visiting client site.
      
    • Ensure that your colleague sends an email to reporting officer/team from client for whom you are working.
      
    
    
  
  
• Logs
  
  
  
  • You are expected to file 3 types of logs. For further clarifications, talk to your reporting officer within Merce.
    
    
    
    • On Merce ERP
      
    • Time-sheet as per the client's standard format in the spread-sheet
      
    • Daily logs describing activities you have done throughout the day. The logs must be up to date for previous week. Logs must be up to date as of the last day of the month. You must send take the signature on the time-sheet from the reporting officer at client site and send it to admin@merceworld.com Cc to respective project specific email group (e.g. proj.nortel@merceworld.com or nsdl.tandm@merceworld.com). If you do not have information on the preferred format acceptable by the client, ask your reporting officer immediately.
      
    
    
  • You are expected to maintain work status tracker as approved by the Nortel/Merce reporting officer.
    
  
  

In case of any doubt or health related issues or any personal reasons due to which you want an exception to any of above guidelines, talk to Shraddha or Kishan.