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

  • CPD-Emergency Support Engineer –L3

    5 days ago

    Chennai, Tamil Nadu, India Teknowiz Full time ₹ 4,00,000 - ₹ 12,00,000 per year

    Job title - CPD Operations EngineerLocation - ChennaiJob Type - Ongoing Contract/ FTCJob Profile DefinitionEnhanced E000 SupportTrigger Welfare Checks - Share details of failed E000 call attempts (MSISDNs) with the Care team to enable timely welfare checks for impacted customers.Actively engage with Care team stakeholders ensuring safety for the impacted...

  • Service Desk Engineer

    1 week ago

    Chennai, Tamil Nadu, India Axiom Software Solutions Limited Full time ₹ 3,00,000 - ₹ 6,00,000 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. ...

  • VoLTE IMS background or trace analysis specialists

    6 days ago

    Chennai, Tamil Nadu, India Neev Full time ₹ 6,00,000 - ₹ 18,00,000 per year

    CPD Operations Engineer – L3Location:Chennai (On-site / Hybrid)Domain:Telecom Core Network Operations / Emergency Call SupportIdeal Candidate SummaryAsenior-level Core Network Operations Engineerwith5–10 years of experiencein managingemergency call (E000/000) operations,Core & IMS troubleshooting, andregulatory compliance. The candidate should have...

  • L2 Network Engineer

    4 days ago

    Chennai, Tamil Nadu, India TECEZE Full time

    We're Hiring: L2 Network Engineer | Chennai (On-site)Company: TecezePosition: L2 Network Engineer (Rack & Stack + Basic Python)Location: Chennai & MumbaiAbout Teceze:Teceze is a global IT services and consulting company delivering managed services, cybersecurity, and technology staffing solutions. Operating across multiple regions, we take pride in our...

  • NAC (Aruba) L2 Engineer

    1 week ago

    Chennai, Tamil Nadu, India Sattrix Information Security Full time US$ 60,000 - US$ 1,20,000 per year

    Job Title: Network Access Control (NAC) Engineer - L2Experience: 4-6 yearsLocation: ChennaiDepartment: Network SecurityJob Type: Full-TimeRequired QualificationsExperience: 3+ years in NAC technologies, specifically Aruba ClearPass or similar systems.Skills: Knowledge of RADIUS, 802.1X, network security protocols, and network devices.Certifications: Aruba...

  • Service Desk Engineer

    1 week ago

    Chennai, Tamil Nadu, India Fourth Dimension Technologies Pvt Ltd Full time ₹ 3,50,000 - ₹ 4,00,000 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 HCLTech Full time ₹ 2,40,000 - ₹ 5,80,000 per year

    HCL Technologies – Weekend Drive | 6th Dec 2025Role:Service Desk EngineerExperience:1–3 yearsLocation:ChennaiLanguage Requirement:PolishAbout the Role:We are looking for a skilledService Desk Engineerto join our team and deliver exceptional technical support in an international voice environment. If you have strong troubleshooting skills and a passion...

  • Service Desk Engineer

    2 days ago

    Chennai, Tamil Nadu, India DECRYPTON Full time

    Company DescriptionDecrypton is a cutting-edge IT solutions partner that empowers businesses to thrive in the digital age. Offering services ranging from cybersecurity and web design to AI integration, Decrypton is dedicated to delivering a secure and innovative digital ecosystem. With a blend of advanced technology and human creativity, the company is...

  • Service Desk Engineer

    1 week ago

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

    Role DescriptionWe are seeking aService Desk Agentwith excellent communication skills in English and hands-on experience inService Desk operationsandActive Directory.In this role, you will work in ateam-based 24/7 support environment, rotating shifts with other team members. Flexibility to work any schedule as needed is required.TheService Desk Agentwill...

  • IT Service Desk Analyst

    1 week ago

    Chennai, Tamil Nadu, India Fourth Dimension Technologies Pvt. Ltd Full time ₹ 2,40,000 per year

    JOB Description :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...