Service Operations Centre Analyst - Service Delivery

RESPONSIBILITIES 1.To perform complaints management as per procedures in force and ensuring proper escalation and follow up is done. 2.Complete assigned Work Orders / Service Requests in agreed timeframe and within SLA. 3. Assist in monitoring of network and perform escalation of events / incid ...

RESPONSIBILITIES
1.To perform complaints management as per procedures in force and ensuring proper escalation and follow up is done.
2.Complete assigned Work Orders / Service Requests in agreed timeframe and within SLA.
3. Assist in monitoring of network and perform escalation of events / incidents as per procedures in force.
4. Assist in fault management (including 1st level analysis / troubleshooting) as per procedures / SOPs in force.
5. Contribute to minimize network downtime / maximize network availability by efficiently communicating with and driving field operations teams in troubleshooting processes
6. Ensure daily tracking of events / incidents / activities and report all incidents.
7. Contribute to update of Database/Inventory of Network Infrastructure as and when required.
8. Cross-Functionality; Ensure upkeep of all NMSs, NOC equipment and premises.
EXPERIENCE
>Minimum 2 years of working experience in data networking.
>Minimum 1 year of working experience in trouble ticket logging
PREFERRED QUALIFICATIONS
>Minimum Diploma in Telecommunications (City & Guilds) / NTC 2 in Telecommunications / equivalent.
>Minimum associate level Cisco certification or equivalent.
>ITILv3 Foundation will be preferred.