St Engineering | Senior Associate Engineer, IOC

Perform 24×7 operations and surveillance support in the IOC environment. Ensure and maintain health of the SPTEL network and services through proactive monitoring and taking necessary corrective actions when abnormality is detected. Perform technical troubleshooting in accordance with troubleshooting procedures, and ensure all events are managed and followed up in accordance with the Service Operations Framework and respective SOPs. Be customer-oriented and support all incoming events with timely response/updates of incident status to customers/internal stakeholders for all incidents. Responsible for creating and tracking trouble tickets to closure and ensuring that updates are captured accurately and complete with the relevant details. Elevate incidents for next level technical support or field dispatch, when a case is not resolved within the predetermined timeframe, and according to established processes and procedures. Perform Escalation & Notification during Major Incidents and provide internal incident notification and hourly updates to customers if the incident severity or service level has breached or is at risk of breaching. Push for service recovery within service SLA for all incidents. Prepare draft incident reports after every incident and After-Action Review (AAR) report after every major incident. Notify customers on planned maintenance activities and keep customers posted on the maintenance status during the actual maintenance day. Be always contactable and perform Standby Duties on rostered days. Perform Daily, Weekly, Monthly Reports. Any other ad-hoc duties as assigned by superior from time to time. Requirements Diploma in Engineering or equivalent. Fresh graduates are welcomed to apply. Candidates with technical support experience in a NOC/SOC environment would have an advantage. An individual who is a great team player, with a service mindset and delivers good customer experience. Good communication skills with a pleasant personality. Shift work is required for this position. Candidate must be prepared to perform standby duties. #J-18808-Ljbffr