JOB DETAILS:

JOB SUMMARY:

Responsible for ensuring network performance, availability, and security by promptly responding to incidents, resolving faults, and coordinating with internal teams and external providers.

KEY RESPONSIBIITIES
· Monitor the health, performance, and availability of network systems using NMS tools and dashboards.
· Detect, analyze, and troubleshoot network faults, escalating incidents as per defined SLAs.
· Work closely with field engineers, vendors, and third-party providers to coordinate repairs and maintenance.
· Perform routine network checks, maintenance tasks, and updates as required.
· Document all incidents, outages, changes, and resolutions in the ticketing system.
· Conduct initial root cause analysis and contribute to problem management activities.
· Assist in provisioning, configuration, and support of network elements such as routers, switches, firewalls, and transmission equipment.

· Support service assurance activities and quality metrics reporting.
· Participate in 24x7 shift rotations, including weekends and holidays, as required.
· Adhere to change management protocols and ensure compliance with network and information security policies.
· Function as the first point of contact for incidents and service requests from end users
· Receive calls/mails and log tickets in the service desk tool
· Appropriately categorize, prioritize and escalate incidents and service requests
· Ticket reassignment to the correct resolver group
· Generating reports from Service desk tool and distribute them among stakeholders.
· Follow SOP for effective closure of tickets
· Responsible for creating child tickets and linking them to problem ticket.
· Incident management of tickets till closure, it includes the follow up with relevant resolver group members.
· Responsible for monitoring the performance and capacity of systems or infrastructure in place

Qualifications
· Bachelor’s degree in Telecommunications, Computer Science, Information Technology, or IT related
· 1-2 years of experience in NOC, network support, or telecommunication environment.
· Strong knowledge of IP networking, routing protocols and Ethernet technologies.
· Familiarity with optical transport networks, microwave, and wireless technologies is an advantage.
· Proficiency in using network monitoring and management tools like Nagios, Netcool.
· Experience with ticketing and incident management systems like Remedy, ServiceNow.
· Excellent troubleshooting, analytical, and communication skills.
· Ability to work effectively under pressure in a fast-paced, mission-critical environment.
· Familiarity with ITIL practices and service management frameworks.