Engineer - NOC

Job Description

Responsibilities: Should follow the standard pre-decided SOP to resolve and close level 0/1 issues on the first call. Should capture all necessary data and specific details when transferring a ticket for L1/L2 support. Should ensure TAT is met as per committed SLAs. Should support CAC manager in ensuring least possible breakdown issues/tickets are being transferred to L2. Should ensure tickets are being generated and relevant details are being captured for every planned or unplanned activity performed at client site. Should ensure timely and effective action as per decided workflow basis priority and severity for each ticket Should ensure requisite internal/external escalation basis priority, severity and expected/elapsed resolution time Should ensure client satisfaction feedback is taken and captured for every ticket Should prepare and deliver regular productivity and performance reports to all clients as per decided schedule basis AMC Should ensure all relevant site specific documentation is captured and maintained in a systematic manner across all clients Should support CAC manager in creating and monitoring reliability and stability metrics for each installation Should support CAC manager in developing frameworks to predict potential failures based on past issues Should Monitor proactive alerts in dashboard and ensure that the same is timely communicated and resolved through L1/L2 engineers Requirements: Any Graduate Engineer with 0-2 yrs experience as NOC engineer / Incident Engineer at reputed B2B support / NOC team / Telecom Good analytical Problem solving skills Basic understanding of Linux, Microsoft OS communication protocols Excellent oral and written communication skills in English Past experience in client service will be an advantage ITIL Certification will be an advantage