Purpose Of The Job (Brief)
Service Outage reduction for B2C services and restoration of service within shortest possible TAT. Improvement of customer experience by proactive actions and new initiatives . Leverage Automation for Auto RCA and Closed automation for reducing customer impact.
Key Responsibilities :-
- Service Level Troubleshooting of Mobility and broadband in SR enabled IP/MPLS Network and packet network.
- Handling 24x7 escalation and high engagement with circle team
- Maintaining KPI's with high MTTA, MTTR and MTTI
- Investigation of the possible source of problems for the network and services and recommendations / resolution therein through close co-ordination with the infra NOC, the SME teams across functions, MS partner teams and the OEMs
- Handling of emergency outages, with engagement of backend team (TAC, Change, Infra)
- Automation to ease trouble shooting and quicker resolution
- Interacting with Customer technical teams for resolving chronic issues that need to be jointly resolved & RCA discussions
Mandatory Skills :-
1- Understanding of Transport network design of all domain (IP/MPLS, CEN, PTN, OTN, SDH)
2- Good hands-on in troubleshooting of L2VPN, L3VPN, Packet network
3- Good understanding of protocols (ISIS/BGP), MPLS and segment routing
4- Understanding of hardware platform (Cisco 9k, NCS-55A2) and Nokia (SAS,SR, IXR)
5- Leading team of IP SME's
6- Understanding of Testing equipment's
7- Understanding of Mobility Core / RAN network architecture
Ability to transform regular activities in automotive mode
Expected Key Results
Activities
- Outage restoration
- 24*7 Support for transport network outages
- Core Outage Reduction
- Pro-active action for outage reduction
- Reduction of repeat outages
- Tracking of soft/hw/config related issues
- Engagement with SOC,SQ,TAC3, Change, Prov
- Engagement with Stakeholders
- Engagement with Circle Mobility and E//
- Ensure proper RCA delivery
- Engagement with internal (PM/TAC2/TAC3)
- Skill Development
- Skill set monitoring
- Skill funnel management
- Automation focus
- Automated RCA Correlation
- E2E Mobility Service stitching
- E2E Service Performance measurement for Mobility
