eClerx

Data analytics and BPM outsourcing services

Ticket Readiness SME / Coordinator (L1 / L2)

Telecommunications EngineeringPosted on Nov 12

Full-timeMumbai, Maharashtra, IndiaNo salary listedIn-person

About the Job

Requirements

2–5 years of experience in Telecom NOC, ISP, or Service Assurance.
Good understanding of Carrier Ethernet, Metro Ethernet, MPLS, TCP/IP, VLANs, routing and switching, basic BGP and OSPF, fiber and optical connectivity, customer circuits, NIDs, and 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.
Strong L1/L2 troubleshooting capability.
Ability to analyze faults and isolate their causes.
Ability to communicate with customers and document work effectively.
Ability to prioritize multiple customer-impacting incidents.
Understanding of Incident Management and Service Assurance processes.
Ability to work effectively in a 24x7 shift environment.

Responsibilities

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 or unassigned tickets, and escalate exceptions.
Perform initial troubleshooting and validation of Carrier Ethernet and Metro Ethernet services, Dedicated Internet Access (DIA), MPLS and Layer 2/Layer 3 Ethernet services, EVPL/E-Line/E-LAN services, Cisco routers and switches, Juniper routers, Ciena transport equipment, Nokia IP platforms, ADVA optical platforms, Network Interface Devices (NIDs), Customer Premise Equipment (CPE), and optical interfaces (SFP/SFP+/QSFP).
Validate alarms, review interface status, verify ping and connectivity, check existing outages and maintenance, verify duplicate tickets, assess service impact, perform basic optical and circuit validation, and identify initial dependencies involving Field, OSP, Transport, Wave, Type-2 Providers, and vendors.
Publish the initial Make Public/customer acknowledgement within 30 minutes or less.
Provide customers with meaningful updates on current actions and next steps.
Maintain accurate public and private ticket documentation.
Validate dispatch requirements and initiate straightforward field dispatches according to approved SOP.
Coordinate with Field Operations, OSP Teams, Type-2 Providers, vendors, Transport Engineering, and Network Engineering.
Prepare technically complete tickets for GNOC Supervisor assignment.
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.
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 to resolve incidents.
Maintain accurate technical troubleshooting notes, customer updates, ticket status, restoration details, and handoffs throughout the ticket lifecycle.

Desired Qualifications

CCNA certification.
Network+ certification.
ITIL Foundation certification.
Telecom or networking certifications.

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

About the Company

eClerx

Data analytics and BPM outsourcing services

eClerx Services Ltd. provides business process management and data analytics services to clients worldwide, focusing on financial services, telecom, retail, and technology. It helps clients by managing and optimizing data-intensive processes, acting as an extension of their operations through data management, automation, analytics, and consulting. Its offerings cover trade lifecycle management, risk and compliance in financial markets, digital services like content creation and e-commerce analytics, and customer operations optimization. Its differentiator is combining deep domain knowledge with data-driven insights and it pursues growth through strategic acquisitions, such as Personiv, to expand back-office and customer support capabilities, with the goal of helping clients run efficient, data-driven processes while focusing on core business.

Company size: 10,001+
Company stage: IPO
Headquarters: Mumbai, India
Founded: 2000

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