Engineer - NOC

Key Responsibilities:

• Follow pre-defined SOPs to resolve Level 0/1 issues on the first call.
• Capture complete and accurate details when escalating tickets to L1/L2 support.
• Ensure adherence to TAT as per committed SLAs.
• Minimize breakdown issues being transferred to L2.
• Generate tickets for all planned/unplanned client-site activities and capture relevant details.
• Escalate issues internally/externally based on priority, severity, and resolution time.
• Collect and record client satisfaction feedback for every ticket.
• Prepare and deliver productivity and performance reports to clients per AMC schedule.
• Maintain systematic site-specific documentation across all clients.
• Support CAC manager in creating and monitoring reliability and stability metrics for installations.
• Help develop predictive frameworks for potential failures based on historical data.
• Monitor proactive alerts on dashboards and ensure timely resolution through L1/L2 engineers.