E000 Desk Engineer –L2

Line Manager: Core Manager
Job title: Emergency Desk EngineerJob Abbreviation: L2 Engineer for Emergency (000) desk supportJob Family: Emergency Desk Engineer – L2

Job Profile Definition:

KPI Performance Monitoring: · Monitor Emergency dashboards for success & failures and initiate incidents for threshold breaches. · Callout to respective stakeholders (Domain L2, IM, Delivery Leads & Delivery Manager). · Support Emergency KPI (L0) process for severe degradation (≥50% deviation from BAU). · Provide KPI impact correlation during fault and change windows. Emergency Alarm Monitoring & Correlation: · Monitor network alarms in Netcool (000, LBC & DR). · Create incidents for critical & Major alarms based on severity. · Callout to respective stakeholders (Domain L2, IM, Delivery Leads & Delivery Manager). · Correlate alarms with ongoing CRs. · Coordinate with L2 for alarm verification and OSS teams for filter issues. · Conduct periodic alarm audits and filter verification activities. Incident Management: · Create and manage P1/P2/P3 incidents as per defined severity and threshold criteria. · Communicate with Service Management and participate in incident bridges for updates. · Follow escalation matrix for P1/P2 paging and call-out process. · Support PIR (Post Incident Report) preparation for all P1 incidents. · Ensure proper details updated in the incident (Helix). Mail & Calls Handling: · Monitor shared mailboxes and action to emails promptly. · Acknowledge mail requests for incident creation and confirm with Delivery Leads for P1/P2 cases. · LBC Call response: Answer LBC calls without delay. · Lead Desk Calls: Ensure timely responses to Lead desk Calls. Reporting: · Prepare and circulate emergency related reports & trackers. · Maintain handover tracker and share with next shift. Governance & Continuous Improvement: · Participate in daily governance meetings and management update meetings. · Update process documents, SOWs, and Netcool configuration files (if required).· Assist with ORCA testing, KPI verification, and Helix CI validation. · Escalate tool/application

Key Attributes & Skill:

Requirements Key Attributes & Skill Requirements: · Telecom domain basic knowledge (Core, IPN, OSS & Cloud). · Experienced in Monitoring tools like NetScout, Splunk, NBA & Netcool, MRTG. · Ticketing tool knowledge (Helix) & Lead desk (Calls Handling). · KPI trend analysis and understanding. · Communication and coordination skills. · Analytical and problem-solving abilities. · Excel/SharePoint reporting proficiency. Educational & Experience Requirements: · Bachelor’s degree in Electronics, Telecommunications, or related field. · 0–2 years of experience in Network Operations / NOC / Service Assurance. Work Conditions: · 24x7 rotational shift operations. · Coordination with Domain L2, IM team, Delivery Leads, and Delivery Managers. · Adherence to SLAs and real-time incident handling.

Interfaces · CRM, Customer, On-Shore. · Nokia MSP Operations, SDM, Delivery Manager, Ops Leads, Problem Lead, Incident Managers. · MSP Core L0 · MSP GNOC team

Job Type: Full-time

Pay: ₹275,000.00 - ₹375,000.00 per month

Work Location: In person