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.

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Key Responsibilities

Queue Management & Ticket Readiness

* Continuously monitor the IP NCC pickup queue for current 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

📌 Associate Process Manager (Mumbai)
🏢 eClerx
📍 Mumbai