Emergency Desk Engineer

General Information

Job title

Emergency Desk Engineer

Job Abbreviation

L2 Engineer for Emergency (000) desk support

Job Family

Emergency Desk Engineer – L2

Job Profile Definition

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

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