L2 Engineer ESOC Incident Management ( 82213833 )

04 Mar 2025

Customer Service

Mumbai RCP

1. Manage all service escalations to L2 desk raised by the customer or
internally by stakeholders
2. Handle the tickets proactively for large accounts
3. Engage with customer side SPOCs and internal teams to resolve the
tickets
4. Monitor and intervene in all service requests / complaints which
breach mean time to resolve
5. Manage and take timely corrective action for all logical and
configuration related issues
6. Ensure soft (Port) inventory optimization and updation to keep
customer service up and running
7. Draft and share root cause analysis/fix for all escalations and
customer requests with action owners
8. Ensure coordination and timely follow up with respective stakeholders
for quick issue resolution
9. Comply with team roster and occupancy on day to day basis

BTech / Diploma in Networking/ Electronics or BSC with Enterprise CCNP
/ CCIE / Managed Services certification preferred

3 - 8 years

1. Knowledge of service configuration
2. Knowledge of telecom and technical products
3. Analytical skills
4. Interpersonal Skills
5. Customer orientation
6. Service orientation