Job Title:
Emergency Desk Engineer – L2
Location:
Chennai
Role Overview
The
Emergency Desk Engineer (L2)
is responsible for monitoring, analyzing, and managing emergency alarms, network performance KPIs, and critical incidents across telecom infrastructure. This role involves coordinating with L2 domain teams, Incident Managers, and Delivery Leads to ensure timely issue resolution and network stability in 24x7 operations.
Key Responsibilities
- KPI Performance Monitoring
- Continuously monitor emergency dashboards for KPI success and failures.
- Initiate incidents for any threshold breach or abnormal deviation.
- Perform KPI correlation and provide impact analysis during outages or change activities.
- Support L0 process during severe network degradations (≥50% deviation from BAU).
- Emergency Alarm Monitoring & Correlation
- Monitor network alarms in Netcool for 000, LBC, and DR environments.
- Create incidents for Critical and Major alarms as per severity levels.
- Coordinate with Domain L2, IM, and Delivery teams for quick response.
- Correlate alarms with ongoing change requests (CRs) and conduct periodic alarm audits.
- Work with OSS teams for filter configuration and validation activities.
- Incident Management
- Create and manage P1/P2/P3 incidents as per SLA and escalation process.
- Participate in bridge calls for P1/P2 incidents and provide real-time updates.
- Prepare Post Incident Reports (PIRs) and ensure documentation accuracy in Helix.
- Follow escalation matrix for high-priority incidents and ensure stakeholder communication.
- Communication & Coordination
- Respond promptly to LBC calls, Lead desk calls, and shared mailbox requests.
- Ensure timely acknowledgment and action on incident-related emails.
- Maintain seamless communication between operations, IM, and delivery teams.
- Reporting & Handover
- Prepare daily/shift-based emergency reports and trackers.
- Maintain and share handover tracker with the next shift team.
- Participate in daily governance and management update meetings.
- Governance & Continuous Improvement
- Update process documentation, SOWs, and Netcool configurations when required.
- Participate in ORCA testing, KPI verification, and Helix CI validation.
- Identify improvement opportunities in incident handling and monitoring efficiency.
Key Skills & Attributes
- Basic understanding of Telecom Network Domains (Core, IPN, OSS, Cloud).
- Experience with monitoring tools: Netcool, NetScout, Splunk, NBA, MRTG.
- Hands-on knowledge of ticketing tools such as Helix and handling Lead Desk operations.
- Strong KPI trend analysis, reporting, and Excel/SharePoint proficiency.
- Excellent communication, coordination, and problem-solving skills.
- Ability to multitask and prioritize under pressure in 24x7 shift operations.
Educational & Experience Requirements
- Bachelor’s degree in Electronics, Telecommunications, or related field.
- 0–2 years of experience in Network Operations, NOC, or Service Assurance environments.
- Exposure to telecom monitoring tools and incident management processes preferred.
Work Conditions
- 24x7 rotational shift operations including weekends and holidays.
- Requires close coordination with Domain L2, IM team, Delivery Managers, and MSP Operations.
- Adherence to SLAs and defined escalation protocols.
Interfaces / Stakeholders
- Internal: CRM, Core L0, GNOC team, Problem & Incident Managers, Delivery Managers.
- External: Nokia MSP Operations, Onshore support teams, Customers.
Skills: kpi,helix,teams,management,operations,escalation,communication
