Role Purpose Customer call handling, raising ticket and probe customer for relevant information asper the nature of problem. To handle fault reporting, fault isolation and escalation in accordance to Global Processes Diagnose and troubleshoot technical issues including network configuration To ensure all faults reported are promptly identified and resolved according to committed service level and KPIs Manage internal supports / service partners / vendors to resolve circuit/network faults according to agreed Local Work Instructions Willing to work in shifts including night shifts. Ability and eagerness to learn different technologies, skills and knowledge. Broad technical knowledge and ability to interpret this to the customer level Co-ordination with service provider across globe and follow incident management process for the resolution of customer reported incidents Identify In-scope work and take right and timely decisions in resolution Role Description Incident Management - Perform first line diagnosis for all IP related faults including IPVPN, Internet etc. This role is critical for resolution of customer reported faults and to ensure the faults are resolved within SLA and avoid any service credits. This Role requires interfacing with customer and Service providers for fault management. This role also requires working with internal teams during incident management ensuring the faults are resolved within SLA. Know when to escalate and how to deescalate Provide prompt and accurate feedback to the customers through the incident journey Take ownership of the customers' issues reported towards resolution Desired Profile Essential Telecommunications and IT service models and their practical application Good Communication skills 1+ Years of experience in Telecom Service Provider / System Integrators Good knowledge on troubleshooting transmission and IP networks. ITIL Fondation level qualified Business processes design and documentation Experience in escalation of incidents to, and in driving incident resolution with, technology vendors / OLO / Third party suppliers. Engineering Degree or equivalent. High technical troubleshooting knowledge in IP Networks High Technical knowledge in troubleshooting complex issues in Cisco Routers, switches and Alcatel routers. Good understanding on Submarine cable systems. Educational and technical qualification Essential Bachelor of Engineering Degree with CCNA Desired Diploma / BE graduates with Telecom/Computer science background CCNA/CCNP certifications Other details work location - Bangalore Work mode- Hybrid
