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Job Description
IT Domain engineer will part of Network operations centre (NOC) front office team responsible for 24X7 monitoring of IT elements. He/she will be responsible in supporting L2 engineers for incident management related to Billing/Invoicing/Charging/Reporting/CRM/Order Management/Inventory/Mediation and Channel operations. IT domain, troubleshoot end users complains , escalate to next level for resolution after basic predefined troubleshooting methods, perform periodic health checks and KPI reports.Key accountabilities and decision ownership
- Responsible for 24X7 monitoring of IT applications. Duty timing will be on shift basis, with three 8 hours shift per day. Subject to changes when required?
- Ensure that trouble ticket (TT) raised as per the agreed SLAs. Perform basic trouble shooting as per the defined process and escalate to L2 for next level of troubleshooting.
- Create KPIs reports of IT elements which are mentioned in the role purpose and share with relevant stakeholder for further analysis.
- Support for pre and post heath check for any major applicaiton changes for IT domain (BRM,CRM,UIM,OSM,OCOMC,OC3C,ECE,Channels) and any other domain based on the request. Support L2 engineers Resolve end users complains
- Follow with third parties and supporting vendors as part of incident resolution and assure that the SLAs are intact with them.
- Support L2 engineers for end-to-end Incident management and network audits and analyses with the focus on proactive detection for IT domain aligned using ITIL process
- Post-event Investigation & Maintenance Administration
- Performance Monitoring & Reporting
- Performance Analysis & Management
- Change Management
- Work Order Approval & Management
- Overall GNOC Management for IT application
Keyskills :