ESOC Incident Manager L2

What you’ll do
Role & responsibilities
1. Manage all service escalations to L2 desk raised by the customer or internally by stakeholders
2. Handle the tickets proactively for large accounts
3. Engage with customer side SPOCs and internal teams to resolve the tickets
4. Monitor and intervene in all service requests / complaints which breach mean time to resolve
5. Manage and take timely corrective action for all logical and configuration related issues
6. Ensure soft (Port) inventory optimization and updation to keep customer service up and running
7. Draft and share root cause analysis/fix for all escalations and customer requests with action owners
8. Ensure coordination and timely follow up with respective stakeholders for quick issue resolution
+. Comply with team roster and occupancy on day to day basis

Ideal Candidate should have
1. Have handled Customer facing complaint management done for ILL/MPLS (added advantage if knows SIP Trunk as well)
2. Knowledge of Cisco commands & devices
3. Knowledge of BGP and Static routing protocol with trace route analysis
4. Knowledge of router based troubleshooting
5. Laptop testing with customer and Field engineers for basic troubleshooting
6. Understanding of various types of lastmile build UBR/fiber/FTTX
7. Understanding of LAN/WAN pools and Subnet IPs
8. Awareness of VRF in MPLS and TCP-IP protocol with basic understanding on VRRP/HSRP protocols
+. Experience with network monitoring tools MRTG/Latency/Jitter analysis
10. Planned Event management and proactive monitoring

Skills
1. Knowledge of service configuration
2. Knowledge of telecom and technical products
3. Analytical skills
4. Interpersonal Skills
5. Customer orientation
6. Service orientation

Education
BTech / Diploma in Networking/ Electronics or BSC with Enterprise CCNP
Industry type
Telecom / ISP
Department
Engineering - Hardware & Networks
Role
Network Manager / Administrator
Role category
IT Network
Employment type
Full Time, Permanent
Education
B.Tech/B.E. in Electronics/Telecommunication, Electrical and Electronics, Information Technology, Electrical