Job Description

Job title - Emergency Desk Engineer
Job Abbreviation - L2 Engineer for Emergency (000) desk support
Job Family - Emergency Desk Engineer L2
Job Profile
Key Tasks
KPI Performance Monitoring: * Monitor Emergency dashboards for success & failures and initiate incidents for threshold breaches.

• Callout to respective stakeholders (Domain L2, IM, Delivery Leads & Delivery Manager).
• Support Emergency KPI (L0) process for severe degradation ( 50% deviation from BAU).
• Provide KPI impact correlation during fault and change windows.

Emergency Alarm Monitoring & Correlation: * Monitor network alarms in Netcool (000, LBC & DR).

• Create incidents for critical & Major alarms based on severity.
• Callout to respective stakeholders (Domain L2, IM, Delivery Leads & Delivery Manager).
• Correlate alarms with ongoing CRs.
• Coordinate with L2 for alarm verification and OSS teams for filter issues.
• Conduct periodic alarm audits and filter verification activities.

Incident Management: * Create and manage P1/P2/P3 incidents as per defined severity and threshold criteria.

• Communicate with Service Management and participate in incident bridges for updates.
• Follow escalation matrix for P1/P2 paging and call-out process.
• Support PIR (Post Incident Report) preparation for all P1 incidents.
• Ensure proper details updated in the incident (Helix).

Mail & Calls Handling: * Monitor shared mailboxes and action to emails promptly.

• Acknowledge mail requests for incident creation and confirm with Delivery Leads for P1/P2 cases.
• LBC Call response: Answer LBC calls without delay.
• Lead Desk Calls: Ensure timely responses to Lead desk Calls.

Reporting: * Prepare and circulate emergency related reports & trackers.

• Maintain handover tracker and share with next shift.

Governance & Continuous Improvement: * Participate in daily governance meetings and management update meetings.

• Update process documents, SOWs, and Netcool configuration files (if required).
• Assist with ORCA testing, KPI verification, and Helix CI validation.
• Escalate tool/application

Key Attributes & Skill Requirements: * Telecom domain basic knowledge (Core, IPN, OSS & Cloud).

• Experienced in Monitoring tools like NetScout, Splunk, NBA & Netcool, MRTG.
• Ticketing tool knowledge (Helix) & Lead desk (Calls Handling).
• KPI trend analysis and understanding.
• Communication and coordination skills.
• Analytical and problem-solving abilities.
• Excel/SharePoint reporting proficiency.

Educational & Experience Requirements: * Bachelor's degree in Electronics, Telecommunications, or related field.

• 0 2 years of experience in Network Operations / NOC / Service Assurance.
• Work Conditions:
• 24x7 rotational shift operations.
• Coordination with Domain L2, IM team, Delivery Leads, and Delivery Managers.
• Adherence to SLAs and real-time incident handling.

Interfaces * CRM, Customer, On-Shore.

• Nokia MSP Operations, SDM, Delivery Manager, Ops Leads, Problem Lead, Incident Managers.
• MSP Core L0
• MSP GNOC team

Skills Required