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.
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)