{"id":4176078,"url":"https://alion.io/job/eclerx-associate-process-manager-40","title":"Associate Process Manager","company":{"id":7203,"name":"eClerx","domain":"eclerx.com","url":"https://alion.io/company/eclerx","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"C","score":67,"open_postings":210,"ghost_share":0.543,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":37,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mumbai, India","Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"BGP","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Layer 2","optional":false},{"name":"MPLS","optional":false},{"name":"OSPF","optional":false},{"name":"ServiceNow","optional":false},{"name":"TCP/IP","optional":false}],"status":"live","first_seen_at":"2026-11-12T10:23:00Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-12T16:05:33Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Job Description - Ticket Readiness SME / Coordinator (L1 / L2)\nRole Purpose\nThe 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.\nKey Responsibilities\nQueue Management & Ticket Readiness\nContinuously monitor the IP NCC pickup queue for new customer incidents. \nProactively pick up eligible tickets and validate all mandatory ticket details. \nEnsure tickets are technically and operationally ready before assignment. \nMonitor queue health, identify aged/unassigned tickets and escalate exceptions. \nInitial Technical Triage (L1/L2)\nPerform initial troubleshooting and validation on:\nCarrier Ethernet / Metro Ethernet services \nDedicated Internet Access (DIA) \nMPLS / Layer 2 & Layer 3 Ethernet Services \nEVPL / E-Line / E-LAN services \nCisco Routers & Switches \nJuniper Routers \nCiena Transport Equipment \nNokia IP Platforms \nADVA Optical Platforms \nNetwork Interface Devices (NIDs) \nCustomer Premise Equipment (CPE) \nOptical interfaces (SFP/SFP+/QSFP) \nActivities include:\nAlarm validation \nInterface status review \nPing & connectivity verification \nExisting outage / maintenance validation \nDuplicate ticket verification \nService impact assessment \nBasic optical and circuit validation \nInitial dependency identification (Field, OSP, Transport, Wave, Type-2 Providers, Vendors) \nCustomer Communication\nPublish the initial Make Public / Customer acknowledgement within 30 minutes or less. \nProvide meaningful customer updates with current actions and next steps. \nMaintain accurate public and private ticket documentation. \nDispatch & Coordination\nValidate dispatch requirements and initiate straightforward field dispatches as per approved SOP. \nCoordinate with: Field Operations \nOSP Teams \nType-2 Providers \nVendors \nTransport Engineering \nNetwork Engineering \n\nPrepare technically complete tickets for GNOC Supervisor assignment. \nGovernance & Reporting\nMaintain ticket quality, mandatory fields and documentation. \nTrack pickup time, acknowledgement time, triage completion and queue ageing. \nSupport shift handovers, operational reporting and dashboard updates. \nParticipate in QA reviews, coaching sessions and continuous improvement initiatives. \nIP Ethernet Responsibilities\nPerform L1/L2 troubleshooting and fault isolation for IP Ethernet customer circuits and services. \nTroubleshoot Cisco, Juniper, Ciena and ADVA network devices, including routers, switches and NIDs. \nPerform basic troubleshooting of BGP, MPLS, VLANs, Layer 2/Layer 3 connectivity and Ethernet services. \nValidate interface status, alarms, optical/light levels, circuit path and connectivity to identify the fault domain. \nIdentify and isolate issues related to CPE/NID, Network, Fiber/OSP, Transport/Wave or Type-2 providers. \nPerform remote troubleshooting and determine when field/OSP dispatch or engagement with another resolver group is required. \nCoordinate with Field, OSP, Transport, Network Engineering, Type-2 providers and vendors for incident resolution. \nEnsure accurate technical troubleshooting notes, customer updates, ticket status, restoration details and handoffs throughout the ticket lifecycle.\nRequired Skills\nTechnical Skills\n2-5 years of experience in Telecom NOC / ISP / Service Assurance. \nGood understanding of: Carrier Ethernet \nMetro Ethernet \nMPLS \nTCP/IP \nVLANs \nRouting & Switching \nBasic BGP & OSPF \nFiber & Optical Connectivity \nCustomer Circuits \nNIDs & CPE \n\nWorking knowledge of Cisco, Juniper, Ciena, Nokia and ADVA platforms. \nExperience with Salesforce, ServiceNow or equivalent ITSM platforms. \nExposure to Network Monitoring Systems (NMS) and alarm monitoring tools. \nFunctional Skills\nStrong L1/L2 troubleshooting capability. \nExcellent analytical and fault-isolation skills. \nStrong customer communication and documentation skills. \nAbility to prioritize multiple customer-impacting incidents. \nGood understanding of Incident Management and Service Assurance processes. \nAbility to work effectively in a 24x7 shift environment. \nPreferred Certifications\nCCNA \nNetwork+ \nITIL Foundation \nTelecom / Networking Certifications \nKey Performance Indicators (KPIs)\nCustomer acknowledgement within 30 minutes or less \nQueue pickup compliance \nTicket readiness before assignment \nTicket quality and documentation accuracy \nMake Public compliance \nReduction in queue ageing \nReduction in avoidable customer escalations \nSLA adherence and operational governance \nKey Competencies\nCustomer First Mindset \nOwnership & Accountability \nStrong Analytical Thinking \nProblem Solving \nCommunication & Coordination \nAttention to Detail \nTime Management \nTeam 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