- Continuously monitor enterprise networks using NMS and observability tools.
- Perform L1/L2 troubleshooting for network alerts, incidents, and service degradation.
- Diagnose and resolve issues related to LAN, WAN, Wireless, Firewall, VPN, and Internet connectivity.
- Storewide outage triage and failover validation (cell/WAN2
- Identify root cause indicators and escalate to L3/Engineering teams with detailed analysis.
- Own incident tickets through resolution ensuring SLA and quality compliance.
Incident, Problem & Change Support
- Handle P2/P3 incidents independently and provide solid initial triage for P1/Major Incidents.
- Support Incident Managers during major outages with technical inputs and status updates.
- Correlate alerts to detect broader network impacts and prevent repeat incidents.
- Execute approved standard changes and maintenance activities as part of L2 support.
- Participate in post-incident reviews and problem management activities.
SME Leadership & Operational Excellence
- Act as an SME for specific network domains or tools within NOC.
- Guide and mentor L1 engineers on troubleshooting approaches and best practices.
- Review tickets for quality, accuracy, and completeness.
- Create and maintain SOPs, runbooks, and knowledge base articles.
- Identify automation or monitoring improvements to reduce manual effort and noise.