This position shall be overall helpful in managing day-to-day operations, which includes all type of support required to trouble-shoot any faults, outages/downtimes or any other kind of service interruption, or risks/threats (known or otherwise) associated with a symptomatic problem, by virtue of consistent follow-up with the carriers as well as internal stake-holders.

Job Purpose & Accountabilities:

• To maintain uptime with carries adhering to Master Agreements/ SLAs, monitor service parameters using well-defined templates, and keep an updated record of carrier-related incidents leading to service improvement plans.
• To ensure fast-track diagnosis of the complaint/fault and independently route the precise information to the relevant carrier/service-provider for first-level ticketing and support.
• To ensure receipt of appropriate PIR's within 24 hours, and RCA/RFO documents from the carriers/service-providers, as per SLA-based time-frame.
• To maintain a good, influencing relationship with the NOC / support, maintenance and after-sales teams of all the carriers and service providers in order to quickly access them and bring them on an Incident bridge, on need basis.
• To adhere to internal incident and change processes, internal and external escalation matrices for swift resolutions of issues.
• To assist in new deployments, service upgrades by engaging and aligning internal and external teams on activity bridges.
• To be able to work under pressure with a problem-solving approach and teamwork.

Qualifications

• BE/BS (Computer Systems/IT) or equivalent degree in Telecom Management/ Network Management / IT Business Management.
• 01 year experience in helpdesk, NOC and Fault reporting in an IT Enterprise/ BPO/ Telco may apply.

Required Skills

• Must have ability to work under stress.
• Should be comfortable working in US and/ or Australian business hours.
• Effective communication skills, both verbal and written, with fluency in English conversation and understanding of different accents.
• Team-players and people with positive attitude shall be preferred.
• Vigilant, proactive and pays attention to details.