NOC Project Type Network/Application/System/Infrastructure support
a. L1/L2 support for On Net tunnels and primary routers.
b. Proactive monitoring using HP OpenView® (HP NNMi)
c. Troubleshooting of managed routers and switches.
d. Troubleshooting on linux / Windows devices.
e. Troubleshooting connectivity issues of T1 & Ethernet Circuits.
f. Deployment configuration of routers for existing customers
g. Coordination with vendors (Service Providers) & Network team for L3 support
h. L1/L2 support for below mentioned Mitel applications i. Proactive monitoring using HP OpenView® (HP NNMi) of below applications/tools
i. Mitel Contact Center & Elvisman ii. BOSS iii. Palladian iv. Telstrat v.
D2 (Director of all Instance) vi. Incident Management & Pager Duty
a. Alarms will be routed through Pagerduty or ticketing tool (SF).
b. Provide L1/L2 support for alarms gene***d though above mentioned applications.
c. Receives alarms through email and acknowledge accordingly as FCFS.
d. Provide timely and effective communication while working on alarm emails.
e. Once Ticket created, assign tickets to the respective team of Cloud NOC for L2 troubleshooting.
f. Team will be doing initial L1 troubleshooting for the alarms received and fix/provide solution wherever applicable.
g. Coordination Cloud NOC team wherever applicable.
h. Communicate with various team of Network Systems and other departments as well as external Carriers to resolve and prevent issues.
i. Provide timely and effective resolution based on SLAs
j. Serve as escalation point for Cloud Support Engineers to resolve network issues.
k. Effectively communicate status to customers and internal staff
l. Documentation of trouble resolution in trouble ticketing system
m. Create and update technical documentation.
n. Configuration/implementation, installation, and activation/testing for end customer’s devices.
o. Creating & managing tickets on Ticketing tool SFDC
p. Support for end customer’s devices installations and troubleshooting
q. Manage Customer contact information User accounts and alert profiles
r. Validating and updating Address and Equipment entered in various tools
s. Advice on firewall requirements and end device security concerns
t. Organize Upgrades and software patches u. Identify and report product issues or defects to the respective vendor company. Manage Alarm Monitoring Thresholds