Lead Engineer

3 weeks ago

noida, India HCLTech Full time
ROLES AND RESPONSIBILITIES
6.5.1 TIER 1
6.5.1.1Responsibilities:
Track performance and log Reason For Outage (RFO)
Initiate Triage process / initial diagnostics (review automation findings and manually validating)
Check circuit and order history
Reference manually and assign all child incidents that are related to an High Level Outage (HLO)
Handle Letter of Authority (LOA) circuits
Create manual telco and external incidents to further isolate the fault and send comments
Review and respond to incident notifications / Next Action Due (NAD)
Pull physical/ logical performance monitoring stats and alarm handling
Provide regular technical status update for incidents and scrub incidents
Provide instructions for Customer to follow to troubleshoot their equipment (Test Assist)
Initiate Return Material Authorization (RMA) (Sourcing replacement) process
Perform head-to-head testing with telco
Lead and/or participate on vendor meet conference/bridge calls with vendors or internal teams (e.g. SOC)
Engage Tier 2 on higher level issues
Refer incidents out to Field Ops for dispatches
Perform Monitor Service
Resolve incident and determine RFO
Participate in Customer service reviews as required (SIP, QBR)
Provide input into postmortem reviews
Provide summary on ticket via SEANR (Summary Escalation Action Next Step Resolution) template
Engage provisioning team to redesign route where needed
6.5.1.2 Skill set required:
Bachelor s degree preferred or relevant work experience.
Strong Customer service and support skills.
Strong written / verbal communication.
CCNA level preferred
(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases

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