Associate Process Manager

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.

Key Responsibilities

Queue Management & Ticket Readiness

• Continuously monitor the IP NCC pickup queue for new 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 within 30 minutes or less.
• Provide meaningful customer updates with current actions and next steps.
• Maintain accurate public and private ticket documentation.

Dispatch & Coordination

• Validate dispatch requirements and initiate straightforward field dispatches as per approved SOP.
• Coordinate with:
  • Field Operations
  • OSP Teams
  • Type-2 Providers
  • Vendors
  • Transport Engineering
  • Network Engineering
• Prepare technically complete tickets for GNOC Supervisor assignment.

Governance & Reporting

• Maintain ticket quality, mandatory fields and documentation.
• Track pickup time, acknowledgement time, triage completion and queue ageing.
• Support shift handovers, operational reporting and dashboard updates.
• Participate in QA reviews, coaching sessions and continuous improvement initiatives.

IP Ethernet Responsibilities

• Perform L1/L2 troubleshooting and fault isolation for IP Ethernet customer circuits and services.
• Troubleshoot Cisco, Juniper, Ciena and ADVA network devices, including routers, switches and NIDs.
• Perform basic troubleshooting of BGP, MPLS, VLANs, Layer 2/Layer 3 connectivity and Ethernet services.
• Validate interface status, alarms, optical/light levels, circuit path and connectivity to identify the fault domain.
• Identify and isolate issues related to CPE/NID, Network, Fiber/OSP, Transport/Wave or Type-2 providers.
• Perform remote troubleshooting and determine when field/OSP dispatch or engagement with another resolver group is required.
• Coordinate with Field, OSP, Transport, Network Engineering, Type-2 providers and vendors for incident resolution.
• Ensure accurate technical troubleshooting notes, customer updates, ticket status, restoration details and handoffs throughout the ticket lifecycle.

Required Skills

Technical Skills

• 2-5 years of experience in Telecom NOC / ISP / Service Assurance.
• Good understanding of:
  • Carrier Ethernet
  • Metro Ethernet
  • MPLS
  • TCP/IP
  • VLANs
  • Routing & Switching
  • Basic BGP & OSPF
  • Fiber & Optical Connectivity
  • Customer Circuits
  • NIDs & CPE
• Working knowledge of Cisco, Juniper, Ciena, Nokia and ADVA platforms.
• Experience with Salesforce, ServiceNow or equivalent ITSM platforms.
• Exposure to Network Monitoring Systems (NMS) and alarm monitoring tools.

Functional Skills

• Strong L1/L2 troubleshooting capability.
• Excellent analytical and fault-isolation skills.
• Strong customer communication and documentation skills.
• Ability to prioritize multiple customer-impacting incidents.
• Good understanding of Incident Management and Service Assurance processes.
• Ability to work effectively in a 24x7 shift environment.

Preferred Certifications

• CCNA
• Network+
• ITIL Foundation
• Telecom / Networking Certifications

Key Performance Indicators (KPIs)

• Customer acknowledgement within 30 minutes or less
• Queue pickup compliance
• Ticket readiness before assignment
• Ticket quality and documentation accuracy
• Make Public compliance
• Reduction in queue ageing
• Reduction in avoidable customer escalations
• SLA adherence and operational governance

Key Competencies

• Customer First Mindset
• Ownership & Accountability
• Strong Analytical Thinking
• Problem Solving
• Communication & Coordination
• Attention to Detail
• Time Management
• Team Collaboration