Monitors telecom incident queues, validates and triages IP Ethernet customer tickets, performs L1/L2 troubleshooting across carrier Ethernet, MPLS, routing, switching, optical interfaces, and network equipment, and ensures timely customer acknowledgement. Coordinates field, OSP, transport, engineering, vendor, and provider engagement; initiates dispatches; maintains ticket quality and documentation; tracks queue and SLA metrics; supports handoffs, reporting, QA, and continuous improvement in a 24x7 environment.
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
eClerx LLC Mumbai, Maharashtra, IND Office
Express Towers, 4th Floor, Ramnath Goenka Marg, Nariman Point, Mumbai, Maharashtra, India, 400021
eClerx LLC Navi Mumbai, Maharashtra, IND Office
Building # 11, 2nd, 3rd, 4th, 5th & 6th Floor, K Raheja Mindspace, Plot #3 TTC Industrial Area, Thane Belapur Road, Airoli, Navi Mumbai, India, 400708
Similar Jobs
Analytics
Develop and support Xceptor-based automation and reconciliation solutions for investment banking operations. Configure reconciliation rules, data validations, exception management, and complex data workflows. Lead EUC remediation, support UAT and production deployments, resolve incidents, optimize large-volume processing, and ensure regulatory compliance, auditability, documentation, and operational resilience. Collaborate with business analysts, operations, and technology teams while integrating Xceptor with platforms such as Appian and GenAI.
Top Skills:
AppianConfluenceGenaiJIRASQLVersion ControlXceptor
Analytics
Lead .NET development teams, define architecture and solutions, manage end-to-end project delivery, mentor developers, run Agile ceremonies, ensure quality/security, and liaise with stakeholders to translate business needs into technical solutions.
Top Skills:
.Net CoreAngularAsp.NetAWSAzureC#Ci/CdDevOpsGitMicroservicesPipelinesReactRestSQL ServerWeb Apis
Analytics
Provide field activity support and operational governance for telecom work authorizations: handle technician/contractor calls, validate identities, verify and approve work orders per SOPs, log transactions in ACME or equivalent systems, maintain audit trails, and resolve standard operational queries while adhering to security and compliance standards.
Top Skills:
Acme PlatformItilNetwork TechnologiesTicketing/Workflow Tools
What you need to know about the Mumbai Tech Scene
From haggling for the best price at Chor Bazaar to the bustle of Crawford Market, the energy of Mumbai's traditional markets is a key part of the city's charm. And while these markets will always have their place, the city also boasts a thriving e-commerce scene, ranking among the largest in the region. Driven by online sales in everything from snacks to licensed sports merchandise to children's apparel, the local industry is worth billions, with companies actively recruiting to meet the demands of continued growth.
