Engineer - NOC

Responsibilities:

• Should follow the standard pre-decided SOP to resolve and close level 0/1 issues on the first call.
• Should capture all necessary data and specific details when transferring a ticket for L1/L2 support.
• Should ensure TAT is met as per committed SLAs.
• Should support CAC manager in ensuring least possible breakdown issues/tickets are being transferred to L2.
• Should ensure tickets are being generated and relevant details are being captured for every planned or unplanned activity performed at client site.
• Should ensure timely and effective action as per decided workflow basis priority and severity for each ticket
• Should ensure requisite internal/external escalation basis priority, severity and expected/elapsed resolution time
• Should ensure client satisfaction feedback is taken and captured for every ticket
• Should prepare and deliver regular productivity and performance reports to all clients as per decided schedule basis AMC
• Should ensure all relevant site specific documentation is captured and maintained in a systematic manner across all clients
• Should support CAC manager in creating and monitoring reliability and stability metrics for each installation
• Should support CAC manager in developing frameworks to predict potential failures based on past issues
• Should Monitor proactive alerts in dashboard and ensure that the same is timely communicated and resolved through L1/L2 engineers

Requirements:

• Any Graduate Engineer with 0-2 yrs experience as NOC engineer / Incident Engineer at reputed B2B support / NOC team / Telecom
• Good analytical Problem solving skills
• Basic understanding of Linux, Microsoft OS communication protocols
• Excellent oral and written communication skills in English
• Past experience in client service will be an advantage
• ITIL Certification will be an advantage