Overview Should have basic understanding of Telecom OSS domain. Should have understanding on ITIL Concepts. Experience in working as L1 and L1.5 Operations support. Experience working in a 24x7 production support model with excellent troubleshooting skills. Should have understanding on Ticket prioritizing based on impact/urgency, SLA, RCA Should be ready to work in 24/7 rotational shifts with flexibility timings. Good communication skill (Must). Experience in working with Application Monitoring tools like New Relic, Promotheus, Nagios, ServiceNow, Graffana Configuring these monitoring tools are preferred Experience with scripting language is preferred. Respond to reported service incidents/requests and initiate the incident management process Keep users informed about their incidents' status at agreed intervals Verify resolution with users and resolve incidents in tool Log all incidents/service requests and their resolution to identify recurring issues Perform daily triage of incidents Configure threshold value alerting, triggers, and remediation Monitor network utilization and system health checks Maintain and update reports and correspondence related to the work Prioritize incidents according to their urgency and impact on the business Analyse and escalate the incident to the next level (L2) if that incident is not in the scope of L1 or L1.5 Investigate and diagnose incidents to restore failed IT services as quickly as possible Perform advanced troubleshooting and update knowledge base articles with solutions implemented Recognize problems, develop recommendations and solutions, and oversee correction within the assigned specialty Validate Service Level Agreements (SLAs) for supportability and ensure performance against SLAs Escalate incidents at risk of breaching SLAs to the responsible teams Support change management efforts as directed by senior team members and change specialists Scale up to demonstrate flexibility in handling business criticality and handling spikes Propose automation opportunities for repetitive tasks to improve change management process Conduct Root Cause Analysis (RCA) post restoration of service Coordinate with vendors to resolve hardware and software incidents and follow-up until service is restored and ticket closure Learn and comply with validation requirements, standard-operating procedures (SOPs), project quality model (PQM), and change control maintenance for product life cycle Participate in the design and implementation process of solutions in the field of IT infrastructure architecture, automation, and Disaster Recovery/High Availability for Data centers Build relationships with stakeholders and understand how to meet their IT requirements while adhering to Prodapt's best practices Serve as a technical expert within the area of assignment, providing guidance and direction to other professional staff and resolving complex problems Participate in developing strategic plans for systems/applications development and modification within the area of expertise Provide technical/strategic direction and act as an advisor/coach to lower-level analysts and operation team members. Responsibilities Should have understanding on Ticket prioritizing based on impact/urgency, SLA, RCA Should be ready to work in 24/7 rotational shifts with flexibility timings. Respond to reported service incidents/requests and analyse Requirements Should have basic understanding of Telecom OSS domain. Should have understanding on ITIL Concepts. Experience in working as L1 and L1.5 Operations support. Experience working in a 24x7 production support model with excellent troubleshooting skills. Should have understanding on Ticket prioritizing based on impact/urgency, SLA, RCA Should be ready to work in 24/7 rotational shifts with flexibility timings. Good communication skill (Must). Experience in working with Application Monitoring tools like New Relic, Promotheus, Nagios, ServiceNow, Graffana Configuring these monitoring tools are preferred Experience with scripting language is preferred. Respond to reported service incidents/requests and initiate the incident management process Keep users informed about their incidents' status at agreed intervals Verify resolution with users and resolve incidents in tool Log all incidents/service requests and their resolution to identify recurring issues Perform daily triage of incidents Configure threshold value alerting, triggers, and remediation Monitor network utilization and system health checks Maintain and update reports and correspondence related to the work Prioritize incidents according to their urgency and impact on the business Analyse and escalate the incident to the next level (L2) if that incident is not in the scope of L1 or L1.5 Investigate and diagnose incidents to restore failed IT services as quickly as possible Perform advanced troubleshooting and update knowledge base articles with solutions implemented Recognize problems, develop recommendations and solutions, and oversee correction within the assigned specialty Validate Service Level Agreements (SLAs) for supportability and ensure performance against SLAs Escalate incidents at risk of breaching SLAs to the responsible teams Support change management efforts as directed by senior team members and change specialists Scale up to demonstrate flexibility in handling business criticality and handling spikes Propose automation opportunities for repetitive tasks to improve change management process Conduct Root Cause Analysis (RCA) post restoration of service Coordinate with vendors to resolve hardware and software incidents and follow-up until service is restored and ticket closure Learn and comply with validation requirements, standard-operating procedures (SOPs), project quality model (PQM), and change control maintenance for product life cycle Participate in the design and implementation process of solutions in the field of IT infrastructure architecture, automation, and Disaster Recovery/High Availability for Data centers Build relationships with stakeholders and understand how to meet their IT requirements while adhering to Prodapt's best practices Serve as a technical expert within the area of assignment, providing guidance and direction to other professional staff and resolving complex problems Participate in developing strategic plans for systems/applications development and modification within the area of expertise Provide technical/strategic direction and act as an advisor/coach to lower-level analysts and operation team members.
