E000 Desk Engineer –l2

4 days ago

Chennai Tamil Nadu, India Teknowiz Full time

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 Bachelor s 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

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