E000 Desk Engineer –L2

2 days ago

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

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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