4 Trouble Tickets Jobs

Job Title: SLA Reporting Lead Telecom / Network Services Location: Bangalore Experience: 5-10 years (preferably in Telecom / Network / SLA Reporting) Employment Type: Full-time Shift: US Shift Job Overview The SLA Reporting Lead will be responsible for managing end-to-end Service Level Agreement (SLA) reporting for Client contracted services. This includes ensuring compliance with customer contracts, preparing monthly SLA reports, validating data, and providing insights into network performance and service availability. The role requires strong analytical, reporting, and stakeholder management skills. Key Responsibilities Prepare and deliver monthly SLA reports in line with Customer/Contract requirements. Manually scrub ETMS / trouble tickets , differentiating between Customer vs Client responsibility. Proactively liaise with NOC engineers to resolve and track major issues. Analyze network performance data, LAN/WAN misses , ticket details, and Change/Problem Management inputs. Calculate credit eligibility in cases of service failures due to Verizon Network issues. Provide customized performance reports and device management lists as required. Update and maintain reporting systems/tools as per defined processes. Data entry, validation, verification, and analysis using Customer and Client systems. Utilize reporting templates/macros to streamline SLA reporting activities. Collaborate with Client Service Program Managers for required inputs. Audit reports for accuracy, escalate discrepancies, and ensure compliance. Maintain documentation, filing, and archiving of SLA-related records. Prepare customer-facing correspondence and reports adhering to formatting/quality standards. Train and guide junior team members on reporting processes. Participate in process improvement initiatives, audits, and special projects . Act as a subject matter expert (SME) for SLA reporting and data analysis. Skills & Qualifications Graduate in any 4-year degree course. 5+ years of experience in SLA Reporting, Network Performance Reporting, or Telecom Operations. Strong knowledge of Telecom domain, SLA metrics, NOC operations, and Network Services. Proficiency in Microsoft Office Suite (Excel macros/pivot tables, PowerPoint, Word). Strong analytical and problem-solving skills. Excellent verbal and written communication skills in English. Ability to work independently with minimal supervision and manage customer-facing interactions. Fast learner with high attention to detail and quality.

You should have a minimum of 3-6 years of experience in network security, with a focus on managing PIM/PAM solutions for at least 3 years. Your responsibilities will include proficiency in managing PIM, working with Windows, Linux, and Unix environments, and hands-on experience in commissioning and implementing PIM/PAM solutions. You will also be integrating these solutions with various management and authentication authorization tools such as email, AD, IAM, and SIEM. Additionally, you should have experience in automating processes using scripting and configuration tools, managing policies and exceptions, and utilizing packet capture, analysis, and troubleshooting tools. Knowledge of PIM/PAM solutions is essential, as well as incident, problem, service request, change, configuration, and capacity management of PIM/PAM setups. You will be responsible for proactively using network monitoring tools to isolate events before service degradation occurs, supporting incident monitoring and analysis/response initiatives, and coordinating with users to ensure timely resolution of trouble tickets. Troubleshooting layers 1, 2, and 3 of the OSI model, as well as network, transport, session, presentation, and application layers, will be part of your daily tasks. Conducting daily performance checks on devices, periodic audits, and compliance checks is also required. You will need to perform immediate troubleshooting for any network outages reported by users or operational personnel. Deploying and maintaining access and security policies for PIM/PAM solutions, as well as implementing and maintaining network security policies, standards, and procedures, will be crucial. Overall, you will be responsible for maintaining service levels and overseeing the day-to-day configuration, administration, and monitoring of the network security infrastructure in a 24/7 environment.,

As a member of our team, you will handle trouble tickets for Azure infrastructure and services, ensuring timely resolution and effective communication with end users and IT resources. You will self-assign and prioritize support ticket queues, taking proactive actions to evaluate and resolve issues promptly. Your role will also involve improving Knowledge Base (KB) articles to enhance L1 case handling and collaborating with ServiceDesk to minimize repeat escalation. Furthermore, you will deploy device patches for Azure workloads via remote update methods, oversee testing, and coordinate phased rollouts. Monitoring compliance and planning update rollouts to maintain compliance will be part of your responsibilities. You will also be accountable for installing approved software, managing vulnerability detection tools, and implementing fixes as needed. In addition to the above tasks, you will maintain system documentation and processes, contributing to the design of infrastructure solutions and architecture that align with best practices and security requirements. Your involvement as a project resource in Infrastructure Projects will include completing assigned tasks in collaboration with project managers and coordinators. To excel in this role, you should possess 2-5 years of experience administering an Enterprise Server Environment. Industry certifications, such as Microsoft AZ900 or other Azure/Windows Server related qualifications, or equivalent industry experience are required. Additionally, experience or certification in IT Service Management (ITIL) would be beneficial for this position.,

Digital Direction, a renowned leader in the telecom management industry, is seeking a dedicated and experienced Account Manager to join their dynamic team. With a strong focus on providing exceptional services and fostering a collaborative work environment, Digital Direction offers a rewarding opportunity for individuals looking to excel in the telecom industry. As an Account Manager at Digital Direction, your primary responsibilities include preparing agendas for customer calls, conducting effective meetings, and identifying sales opportunities. You will collaborate with internal resources to ensure a seamless customer experience and leverage sales resources to drive impactful opportunities. With a sense of urgency, you will navigate through the sales cycle, maintaining accurate records in Microsoft Dynamics CRM and providing monthly client activity reports. Your role as a Trusted Advisor to clients will be crucial in building and maintaining strong relationships. The ideal candidate for this position should have a minimum of 10 years of sales experience in the telecom/technology sector. Technical proficiency in voice/data/internet applications, communications technology, and network topology is essential. An in-depth understanding of carrier contracts, industry trends, and sales cycles is required. The successful candidate will be self-motivated, results-oriented, and possess strong communication and presentation skills. Experience in selling to large complex Enterprise accounts and the ability to work collaboratively with Operations are key attributes we are looking for. At Digital Direction, we take pride in our team of telecom experts who are dedicated to delivering exceptional service and driving positive outcomes for our clients. If you are a driven sales professional with a passion for the telecom industry and a desire to work in a fast-growing company with lucrative earning potential, Digital Direction is the perfect place for you. Join us in our mission to provide unparalleled telecom management services and make a significant impact in the industry. If you meet the requirements and are ready to take on this exciting opportunity, we invite you to apply and become a part of the innovative team at Digital Direction.,