Emergency Desk Engineer

3 days ago

Chennai, Tamil Nadu, India Neev Full time ₹ 2,50,000 - ₹ 7,50,000 per year

Job Title:
Emergency Desk Engineer – L2

Location:
Chennai

Role Overview
The
Emergency Desk Engineer (L2)
is responsible for monitoring, analyzing, and managing emergency alarms, network performance KPIs, and critical incidents across telecom infrastructure. This role involves coordinating with L2 domain teams, Incident Managers, and Delivery Leads to ensure timely issue resolution and network stability in 24x7 operations.

Key Responsibilities

  • KPI Performance Monitoring
  • Continuously monitor emergency dashboards for KPI success and failures.
  • Initiate incidents for any threshold breach or abnormal deviation.
  • Perform KPI correlation and provide impact analysis during outages or change activities.
  • Support L0 process during severe network degradations (≥50% deviation from BAU).
  • Emergency Alarm Monitoring & Correlation
  • Monitor network alarms in Netcool for 000, LBC, and DR environments.
  • Create incidents for Critical and Major alarms as per severity levels.
  • Coordinate with Domain L2, IM, and Delivery teams for quick response.
  • Correlate alarms with ongoing change requests (CRs) and conduct periodic alarm audits.
  • Work with OSS teams for filter configuration and validation activities.
  • Incident Management
  • Create and manage P1/P2/P3 incidents as per SLA and escalation process.
  • Participate in bridge calls for P1/P2 incidents and provide real-time updates.
  • Prepare Post Incident Reports (PIRs) and ensure documentation accuracy in Helix.
  • Follow escalation matrix for high-priority incidents and ensure stakeholder communication.
  • Communication & Coordination
  • Respond promptly to LBC calls, Lead desk calls, and shared mailbox requests.
  • Ensure timely acknowledgment and action on incident-related emails.
  • Maintain seamless communication between operations, IM, and delivery teams.
  • Reporting & Handover
  • Prepare daily/shift-based emergency reports and trackers.
  • Maintain and share handover tracker with the next shift team.
  • Participate in daily governance and management update meetings.
  • Governance & Continuous Improvement
  • Update process documentation, SOWs, and Netcool configurations when required.
  • Participate in ORCA testing, KPI verification, and Helix CI validation.
  • Identify improvement opportunities in incident handling and monitoring efficiency.

Key Skills & Attributes

  • Basic understanding of Telecom Network Domains (Core, IPN, OSS, Cloud).
  • Experience with monitoring tools: Netcool, NetScout, Splunk, NBA, MRTG.
  • Hands-on knowledge of ticketing tools such as Helix and handling Lead Desk operations.
  • Strong KPI trend analysis, reporting, and Excel/SharePoint proficiency.
  • Excellent communication, coordination, and problem-solving skills.
  • Ability to multitask and prioritize under pressure in 24x7 shift operations.

Educational & Experience Requirements

  • Bachelor's degree in Electronics, Telecommunications, or related field.
  • 0–2 years of experience in Network Operations, NOC, or Service Assurance environments.
  • Exposure to telecom monitoring tools and incident management processes preferred.

Work Conditions

  • 24x7 rotational shift operations including weekends and holidays.
  • Requires close coordination with Domain L2, IM team, Delivery Managers, and MSP Operations.
  • Adherence to SLAs and defined escalation protocols.

Interfaces / Stakeholders

  • Internal: CRM, Core L0, GNOC team, Problem & Incident Managers, Delivery Managers.
  • External: Nokia MSP Operations, Onshore support teams, Customers.

Skills: kpi,helix,teams,management,operations,escalation,communication

  • E000 Desk Engineer –L2

    3 days ago

    Chennai, Tamil Nadu, India Voicecord Full time ₹ 33,00,000 - ₹ 45,00,000 per year

    Line Manager: Core ManagerJob title: Emergency Desk EngineerJob Abbreviation: L2 Engineer for Emergency (000) desk supportJob Family: Emergency Desk Engineer – L2Job Profile Definition:KPI Performance Monitoring: · Monitor Emergency dashboards for success & failures and initiate incidents for threshold breaches. · Callout to respective stakeholders...

  • CPD-Emergency Support Engineer –L3

    3 days ago

    Chennai, Tamil Nadu, India Voicecord Full time ₹ 5,00,000 - ₹ 6,00,000 per year

    Line Manager: Core ManagerJob title: CPD Operations EngineerJob Abbreviation: CPD L3 Engineer for Emergency (000) desk support EngineerJob Family: CPD Operations Engineer – L3Enhanced E000 support: · Trigger Welfare Checks - Share details of failed E000 call attempts (MSISDNs) with the Care team to enable timely welfare checks for impacted customers. ·...

  • Service Desk Engineer

    2 weeks ago

    Chennai, Tamil Nadu, India Fourth Dimension Technologies Full time ₹ 4,00,000 - ₹ 12,00,000 per year

    IT Service Desk EngineerDay to day management of the First Line Service Desk function:a. Ensure that the Service Desk is an excellent deliverer of Customer Serviceb. Ensure that the call logging system is fit for purpose and is used effectively and efficiently by the teamc. Be responsible for the operational management of call assignments within the Service...

  • Service Desk Engineer

    2 weeks ago

    Chennai, Tamil Nadu, India Axiom Software Solutions Limited Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    A Service Desk Engineer is an IT professional who provides technical support and assistance to end users and organizations. They are typically the first line of contact for any tech-related issues, and their goal is to resolve problems quickly to minimize disruption. Key Responsibilities:Troubleshooting hardware, software, network, and system...

  • Service Desk Engineer

    2 weeks ago

    Chennai, Tamil Nadu, India Axiom Software Solutions Limited Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    A Service Desk Engineer is an IT professional who provides technical support and assistance to end users and organizations. They are typically the first line of contact for any tech-related issues, and their goal is to resolve problems quickly to minimize disruption. Key Responsibilities: Troubleshooting hardware, software, network, and system issues. ...

  • Service Desk Engineer- Hyderabad

    4 weeks ago

    Chennai, Tamil Nadu, India Diverse Lynx Full time

    Hiring for Service Desk Engineer- Hyderabad Job Summary The Service Desk Engineer is responsible for providing first-line technical support to internal or external users The ideal candidate will have hands-on experience supporting IT systems troubleshooting technical issues and working within SLA-driven environments to ensure timely and effective...

  • Service Desk Engineer

    2 weeks ago

    Chennai, Tamil Nadu, India Mindsprint Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    Service Desk EngineeringJob Description & Skills Required:Have technical expertise on the IT Service desk through chat, email, and voice.Professional Communication with end users required: keeping them informed of incident progress, notifying them of impending changes or agreed outagesRemote L1 support by troubleshooting all Desktop/laptop/Application...

  • Service Desk Engineer

    2 weeks ago

    Chennai, Tamil Nadu, India Guidehouse Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    What You Will Do:Work as a Service Desk/ helpdesk/desktop support Engineer.Will s provide technical assistance to lobal usersRecognize, diagnose, research, isolate, and resolve problems through engaging discussions with users.Troubleshoot and resolve technical issues related to operating systems, MS Office applications, email, special applications, Internet...

  • Service Desk Engineer

    2 weeks ago

    Chennai, Tamil Nadu, India Fourth Dimension Technologies Pvt Ltd Full time ₹ 2,50,000 - ₹ 4,67,477 per year

    Day to day management of the First Line Service Desk function:Internation Voice support Experience.a. Ensure that the Service Desk is an excellent deliverer of Customer Serviceb. Ensure that the call logging system is fit for purpose and is used effectively and efficiently by the teamc. Be responsible for the operational management of call assignments within...

  • Help Desk Engineer

    3 days ago

    Chennai, Tamil Nadu, India iLink Digital Full time ₹ 5,00,000 - ₹ 15,00,000 per year

    We are seeking an experienced Help Desk Engineer with strong expertise in software installation, troubleshooting application issues, managing virtual devices, and working with ticketing tools. The role requires hands-on technical skills, excellent communication, and the ability to provide high-quality support for US-based clients.Key Responsibilities:Provide...