MUMBAI · FULLTIME
Associate Process Manager
eClerx
Mumbai · onsite · Posted 56d ago
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Undisclosed2–5 yrsfulltimeMumbai
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Section · 01
About this role
Job Description - Ticket Readiness SME / Coordinator (L1 / L2)
Role Purpose
The Ticket Readiness SME / Coordinator is responsible for providing immediate front-end ownership of newly created IP Ethernet Customer incidents by ensuring tickets are acknowledged, technically validated, triaged and prepared for rapid assignment. The role focuses on improving customer visibility, ticket quality, queue health and operational efficiency while enabling GNOC Supervisors to concentrate on assignment decisions, escalations and shift governance. The Ticket Readiness model was introduced to improve early triage, customer visibility and ticket readiness.
Key Responsibilities
Queue Management Ticket Readiness
- Continuously monitor the IP NCC pickup queue for new customer incidents.
- Proactively pick up eligible tickets and validate all mandatory ticket details.
- Ensure tickets are technically and operationally ready before assignment.
- Monitor queue health, identify aged/unassigned tickets and escalate exceptions.
Initial Technical Triage (L1/L2)
Perform initial troubleshooting and validation on:
- Carrier Ethernet / Metro Ethernet services
- Dedicated Internet Access (DIA)
- MPLS / Layer 2 Layer 3 Ethernet Services
- EVPL / E-Line / E-LAN services
- Cisco Routers Switches
- Juniper Routers
- Ciena Transport Equipment
- Nokia IP Platforms
- ADVA Optical Platforms
- Network Interface Devices (NIDs)
- Customer Premise Equipment (CPE)
- Optical interfaces (SFP/SFP+/QSFP)
Activities include:
- Alarm validation
- Interface status review
- Ping connectivity verification
- Existing outage / maintenance validation
- Duplicate ticket verification
- Service impact assessment
- Basic optical and circuit validation
- Initial dependency identification (Field, OSP, Transport, Wave, Type-2 Providers, Vendors)
Customer Communication
- Publish the initial Make Public / Customer acknowledgement within 30 minutes or less .
- Provide meaningful customer updates with current actions and next steps.
- Maintain accurate public and private ticket documentation.
Dispatch Coordination
- Validate dispatch requirements and initiate straightforward field dispatches as per approved SOP.
- Coordinate with:
- Field Operations
- OSP Teams
- Type-2 Providers
- Vendors
- Transport Engineering
- Network Engineering
- Prepare technically complete tickets for GNOC Supervisor assignment.
Governance Reporting
- Maintain ticket quality, mandatory fields and documentation.
- Track pickup time, acknowledgement time, triage completion and queue ageing.
- Support shift handovers, operational reporting and dashboard updates.
- Participate in QA reviews, coaching sessions and continuous improvement initiatives.
IP Ethernet Responsibilities
- Perform L1/L2 troubleshooting and fault isolation for IP Ethernet customer circuits and services.
- Troubleshoot Cisco, Juniper, Ciena and ADVA network devices, including routers, switches and NIDs .
- Perform basic troubleshooting of BGP, MPLS, VLANs, Layer 2/Layer 3 connectivity and Ethernet services .
- Validate interface status, alarms, optical/light levels, circuit path and connectivity to identify the fault domain.
- Identify and isolate issues related to CPE/NID, Network, Fiber/OSP, Transport/Wave or Type-2 providers .
- Perform remote troubleshooting and determine when field/OSP dispatch or engagement with another resolver group is required.
- Coordinate with Field, OSP, Transport, Network Engineering, Type-2 providers and vendors for incident resolution.
- Ensure accurate technical troubleshooting notes, customer updates, ticket status, restoration details and handoffs throughout the ticket lifecycle.
Required Skills
Technical Skills
- 2-5 years of experience in Telecom NOC / ISP / Service Assurance.
- Good understanding of:
- Carrier Ethernet
- Metro Ethernet
- MPLS
- TCP/IP
- VLANs
- Routing Switching
- Basic BGP OSPF
- Fiber Optical Connectivity
- Customer Circuits
- NIDs CPE
- Working knowledge of Cisco, Juniper, Ciena, Nokia and ADVA platforms.
- Experience with Salesforce, ServiceNow or equivalent ITSM platforms.
- Exposure to Network Monitoring Systems (NMS) and alarm monitoring tools.
Functional Skills
- Strong L1/L2 troubleshooting capability.
- Excellent analytical and fault-isolation skills.
- Strong customer communication and documentation skills.
- Ability to prioritize multiple customer-impacting incidents.
- Good understanding of Incident Management and Service Assurance processes.
- Ability to work effectively in a 24x7 shift environment.
Preferred Certifications
- CCNA
- Network+
- ITIL Foundation
- Telecom / Networking Certifications
Key Performance Indicators (KPIs)
- Customer acknowledgement within 30 minutes or less
- Queue pickup compliance
- Ticket readiness before assignment
- Ticket quality and documentation accuracy
- Make Public compliance
- Reduction in queue ageing
- Reduction in avoidable customer escalations
- SLA adherence and operational governance
Key Competencies
- Customer First Mindset
- Ownership Accountability
- Strong Analytical Thinking
- Problem Solving
- Communication Coordination
- Attention to Detail
- Time Management
- Team Collaboration
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Section · 02
Skills
itsmIncident ManagementFiberjuniper routersDashboardIncident Resolutionjunipercisco routersCCNAImpact AssessmentLayer 2Field OperationsITSM platformsAlarm MonitoringDispatch CoordinationgnocCiscocompliancedispatch
Section · Company
About eClerx
eClerx
IT Services & Consulting
12.2k+
employees
2000
26 years old
Mumbai, Maharashtra
India
About
A Process Management Firm specializing in analytics, data-driven insights, and smart automation serving financial services, telco, retail, fashion, media & entertainment, manufacturing, and tech.
Industries
IT Services & Consulting
Employee ratings
6,313 reviews
3.1/ 5
Culture
2.9
Career growth
2.4
Work-life
3.0
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