E000 Desk Engineer –L2

Chennai - India

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Job title - Emergency Desk Engineer

Job Abbreviation - L2 Engineer for Emergency (000) desk support

Job Family - Emergency Desk Engineer L2

Job Profile

Key Tasks

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:

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:

Bachelors 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 title - Emergency Desk Engineer Job Abbreviation - L2 Engineer for Emergency (000) desk support Job Family - Emergency Desk Engineer L2 Job Profile Key Tasks KPI Performance Monitoring: Monitor Emergency dashboards for success & failures and initiate incidents for thres...