Customer Exp and Faults Engineer

About this opportunity:

Surveillance Engineer is typically assigned to work with service quality surveillance / assurance Level 1 Operations activities in an operations organization. Role is to perform the surveillance activities and ensure that all the events on a network get escalated to the relevant function within the stipulated time period for restoration / resolution.

What you will do:

• Service Alarm Monitoring.
• Alarm Management for the assigned Network Services.
• Ticket Management.
• Monitoring all events in Customer's managed infrastructure in order to secure those services and resources are operating at optimum performance and within agreed SLA and to detect and intensify exceptions.
• Responsible to interact with the resource and service instances to intercept, validate and/or collect network, IS/IT/Telecom Infrastructure events information for distribution to related processes.
• Fault remedy requiring on site presence is dispatched timely (as per the SLA / KPI) to the field operations organizations.
• Work Order Handling.
• Regular follow up on the events with relevant departments working on it as per the MSTOP process.
• Work towards KPI & Balanced Scorecard parameters.
• Work towards the IPM parameters assigned by the CA Manager.
• End to end responsible for the incident ticket lifecycle.
• Alignment to the organizational guidelines & departmental processes & procedures.

Key Qualifications:

• Qualifications: B.Tech in Electrical Engineering/Telecommunication Engineering/Computer Science.
• Industry experience: 3- 5Years In Telecom.
• Certifications: Certification related to Telecom/IP shall be an added advantage.