Role purpose :
IP transport & Security Associate Specialist will be part of Network operations center (NOC) front office team responsible for 24X7 monitoring of Mobile and fixed network elements.
He / She will be responsible in supporting L2 engineers for incident management related to IP transport domain, escalate to next level for resolution after performing basic predefined troubleshooting methods and prepare basic health checks and KPI reports.
Key accountabilities and decision ownership :
Responsible for 24X7 monitoring of IP transport & Security network on shift basis with three 8 hours shift per day
Ensure that trouble tickets (TT) are raised as per the agreed SLAs and perform basic trouble shooting as per the defined process.
Extract KPIs and health check reports of IP domains periodically and as part of change management / event management and perform basic analysis
Follow with third parties and supporting vendors as part of incident resolution and assure that the SLAs are intact with them.
Support L2 engineers for end-to-end Incident management for IP domain aligned with ITIL process.
Post-event Investigation & Maintenance Administration
Performance Monitoring & Reporting
Performance Analysis & Management
Work Order Approval & Management
Key performance indicators :
Support to attain 99.8% mobile network availability.
Zero incident due to improper change management handling.
Support customer operations to meet Customer TTs in SLA